IT Support Helpdesk

Position Summary:

Pay ranges from $22/hr to $24/hr based on experience and education.

Responsible for providing technical assistance and support related to computer systems, hardware, or software.

This position requires the foundation to function in a fully remote environment, and the flexibility to attend periodic in-person meetings, or complete in-office projects as needed. While mainly remote, the candidate must live in Springbrook’s 14-county service region.

Springbrook’s IT team works on a hybrid schedule, combining in-office and remote work. Candidates must have an adequate home-office setup and be able to report regularly to the office. The candidate must reside within Springbrook’s 14-county service region.

Principle Duties and Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance via phone, email or ticketing system and ensure that all necessary information is obtained to resolve customer issues in a timely manner.
• Troubleshoot, document, and resolve technical and business process-related problems.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Accurately document and maintain records of daily data communication transactions, problems, remedial actions taken, installation activities, and logs requests and resolutions.
• Utilize departmental policies to determine if there can be an immediate resolution to a customer issue or if that issue requires escalation.
• Ability to identify trends in requests and communicate with the internal team as appropriate.

• Redirect questions and requests to other staff or help sources as appropriate.
• Record and retain logs of all account and access related requests for audit purposes.
• Create and maintain positive relationships with all internal and external associates.

• All other duties as assigned.

Qualifications, Skills and Knowledge Requirements:

• Associate’s Degree in Information Technology or equivalent combination of technical training and experience.
• One to three (1-3) years of experience in an Information Technology setting preferred.
• Strong organizational skills.
• Demonstrated ability to evaluate and think creatively with regard to solving problems.
• Demonstrated ability to work as an effective member in a team environment; ability to manage time and multi-task; and a strong customer service orientation.
• Possesses integrity, ethics and respect for confidentiality.
• Solid verbal and written communication skills with a customer-centric attitude.
• Proficiency in or knowledge of using Microsoft software.
• Be willing to expand their knowledge with industry concepts and technologies.
• Meet the requirements to drive Springbrook vehicles as required.

Springbrook is an equal opportunity employer.  It is the policy of Springbrook to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, creed, gender, marital status, sexual orientation, national origin or citizenship, age, genetic predisposition or carrier status, gender identity or expression, disability, military or veteran status, sexual or reproductive health decisions, traits historically associated with race and/or any other status or characteristic protected by law.