Help Desk Technician

About the Role:

• Hickory Recovery Network is looking for a Technical Support Specialist - Tier 1 to support our rapidly growing Healthcare Facilities and Corporate Offices. We are looking for a passionate and energetic candidate who has an enthusiasm for technology and helping people. This role is perfect for someone who thrives in fast-paced environments and is passionate about providing exceptional technical support.

Why Hickory Recovery?

• Delivering personalized, top tier care that fosters healing and improves wellbeing
• Ensuring every individual has access to the best possible support and treatment

What We Offer:

401k • Dental insurance • Flexible schedule • Health insurance • PTO • Vision insurance • Career development • Mental health days • Holiday pay

Key Responsibilities:

• Serve as the first point of contact for technical support, addressing issues related to hardware, software, and applications.
• Resolve a wide range of user-reported problems using available tools, adhering to established support procedures and policies.
• Travel to various office locations and client sites to provide onsite support, when necessary. (Company will provide all transportation)
• Document incident resolutions in the help desk knowledge base.
• Escalate complex issues to appropriate support team members in a timely manner.
• Manage and track IT equipment, ensuring proper inventory and condition.
• Conduct user training sessions to improve their understanding of company systems and software.
• Participate in an on-call rotation for after-hours support.
• Work on various IT projects, contributing to planning, implementation, and successful completion.

Job Qualifications:

• Minimum of 1 year of professional experience in a help desk or technical support role.
• In-depth knowledge of computer systems, networks, and various software environments.
• Experience in supporting Office 365 or other Office suites, Windows 10, Apple iOS, and printer setups.
• Strong multitasking abilities, attention to detail, and a commitment to high-quality work.
• Proven track record of maintaining strong work ethics in diverse environments.
• Excellent problem-solving, multitasking and communication skills.
• Excellent verbal and written communication skills.
• Exhibits a positive attitude and professionalism, especially in challenging situations, without resorting to complaints about work tasks or environment.
• Willingness to travel as required to provide support at different sites.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.