Role Description Phoenix Center is looking for an IT Help Desk Technician to join our dedicated team in Greenville. This full-time remote position is an excellent opportunity for those starting their careers in the healthcare technology sector. As an IT Help Desk Technician, you will play a crucial role in ensuring that our healthcare professionals have the technical support they need to provide exceptional care to our patients. In this entry-level role, you will assist with troubleshooting technical issues, maintaining IT equipment, and providing support to staff across various departments. Your contributions will help enhance our operational efficiency and improve the overall patient experience. We offer a competitive hourly salary range of $25 - $50, along with comprehensive benefits and opportunities for career advancement in the healthcare industry. Responsibilities - Provide first-level technical support to end-users via phone, email, and remote assistance - Troubleshoot hardware and software issues and ensure timely resolution - Assist in the setup, configuration, and maintenance of IT equipment - Document and track support requests using ticketing systems - Collaborate with IT team members to resolve complex issues - Maintain inventory of IT supplies and equipment - Educate users on best practices for technology use - Participate in IT projects as needed to improve service delivery Qualifications - High school diploma or equivalent; relevant certifications are a plus - Basic understanding of computer systems, networks, and software applications - Strong problem-solving skills and a willingness to learn - Excellent communication and interpersonal skills - Ability to work independently and manage time effectively - Familiarity with ticketing systems and remote support tools is a plus - Customer service orientation with a focus on user satisfaction - Knowledge of healthcare IT systems is a plus but not required Benefits - Competitive hourly salary range of $25 - $50 - Comprehensive benefits - Opportunities for career advancement in the healthcare industry Company Description Join our team at Phoenix Center and embark on a journey of growth and innovation. At the Phoenix Center, confidential and effective client care is always our first priority. With over 45 years of experience, we have been caring for the citizens of Greenville County through quality prevention, intervention, and treatment services.

• Brindar atención técnica remota diaria a clientes para resolver necesidades de funcionamiento en equipos Videojet dentro de plantas de producción. • Gestionar de principio a fin cada caso técnico, desde la recepción y priorización de llamadas hasta la resolución remota, cierre del caso o solicitud de despacho técnico en campo. • Monitorear equipos conectados a través del sistema remoto de Videojet, generando históricos y bitácoras de eventos. • Identificar fallas recurrentes y elaborar reportes semanales de actividad por modelo, ubicación y cliente para proponer contramedidas. • Interactuar con escalamiento global para atender fallas identificadas como alarma y obtener una solución expedita. • Trabajar de forma colaborativa con distintas áreas para apoyar objetivos relacionados con venta de piezas, equipos y consumibles, con base en el análisis del comportamiento de fallas reportadas en campo. • Retroalimentar a personal técnico y gerencias de servicio sobre casos específicos identificados en campo para el desarrollo de contramedidas.

• Provide Tier 1 support in a Helpdesk environment • Identify requests from end-users • Categorize and record reported queries and provide solutions • Support problem identification • Process user account creation, modification, and deactivation • Perform identity verification and entitlement validation prior to executing requests • Maintain and update user access across systems such as directory services, applications, and client platforms • Ensure compliance with least privilege principles and client security requirements • Escalate unresolved problems to a higher level of support • Manage customer service or service desk functions • Act as a point of contact for support service users and customers • Log, categorize, and prioritize requests according to classification standards • Ensure adherence to Service Level Agreements (SLA)

Role Description We are seeking a reliable and customer-focused IT Service Desk Specialist to provide first-level technical support and ensure seamless IT operations for end users. This role is responsible for troubleshooting hardware and software issues, resolving service requests, and maintaining a high standard of customer service in a remote work environment. The ideal candidate has strong problem-solving skills, technical aptitude, and a passion for helping users. - Serve as the first point of contact for IT support requests via phone, email, or ticketing systems. - Diagnose and resolve hardware, software, and network issues in a timely manner. - Manage and prioritize incoming tickets, ensuring adherence to service-level agreements (SLAs). - Provide support for operating systems, applications, and remote access tools. - Escalate complex technical issues to higher-level support teams when necessary. - Document incidents, resolutions, and processes accurately in the ticketing system. - Assist with user account management, including password resets and access provisioning. - Support onboarding and offboarding of employees by configuring systems and equipment. - Maintain knowledge base articles and contribute to process improvements. - Ensure compliance with IT security policies and best practices. Qualifications - Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience). - 1–4+ years of experience in IT support, help desk, or service desk roles. - Strong knowledge of Windows/macOS environments and common business applications. - Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management). - Basic understanding of networking concepts (TCP/IP, VPNs, DNS, DHCP). - Excellent troubleshooting and problem-solving skills. - Strong communication and interpersonal abilities. - Relevant certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus. - Ability to work independently in a remote and fast-paced environment. Core Competencies - Technical Troubleshooting - Customer Service Excellence - Time Management & Prioritization - Attention to Detail - Communication Skills - Adaptability in Remote Work Environments Benefits - Flexible remote work environment - Competitive hourly compensation - Opportunities for certification and career advancement - Supportive and collaborative team culture - Access to modern IT tools and systems