FULLY REMOTE - Helpdesk Technician in Georgia

The Helpdesk Technician I (HTI) serves as the first point of contact for employees seeking technical assistance. This role provides frontline technical support, resolves routine hardware, software, and account issues, and appropriately escalates complex incidents to other members of the IT team. The Helpdesk Technician I is responsible for delivering timely, professional customer service while supporting the organization's technology environment. This position reports to the Assistant IT Director.

Work at Protocall is inherently stressful given the nature of our mission. It is the basic responsibility of each employee to manage their stress in a way that sustains our commitment to the highest level of client care, customer service, professional conduct, and a supportive work environment. 

Typical Duties:
The Helpdesk Technician’s principal responsibility is to respond and support Protocall’s Helpdesk Ticketing processes and ongoing care and support of all IT related initiatives.  
Typical duties may include:

●    Process Service Requests to resolution or escalate to other IT Team members using Freshservice within required timelines
●    Record events/problems and their resolution in Freshservice
●    Document all end user communication in Freshservice
●    Answer queries on basic technical issues and offer advice to solve them
●    Provide helpdesk and technical support either by phone or remote access
●    Respond to IT issues; hardware maintenance, software, networking, etc. within required timelines
●    Assist in troubleshooting for system errors
●    Assist with the implementation and support of new software and features
●    Identify and suggest possible improvements on procedures
●    Support and administration of all IT related systems and databases
●    May have inadvertent access to PHI in the course of performing IT support and administration functions.
●    Detailed Standards and Expectations are listed in the Helpdesk Standards document, provided at time of employment
●    Performs other duties as requested

This position will require excellent communication and time management skills; the ability to hold several on-going projects and tasks in varying degrees of priority; awareness of the channels of escalation and when to consult.  Work will vary from long-term projects to quick and effective tasking.  The ability to both work independently and in collaboration with others, as well as comfort with ambiguity will serve this position well.