Help Desk Technician

Summary:
The Help Desk Technician serves as the first point of contact for technical support, assisting users experiencing hardware, software, and network-related issues. This role is responsible for delivering a positive customer service experience via phone and/or chat by effectively troubleshooting problems, providing clear step-by-step solutions, and escalating issues when appropriate. The technician ensures all interactions are thoroughly documented and works collaboratively across teams to resolve issues efficiently, support knowledge sharing, and contribute to continuous service improvement.

Job Duties & Responsibilities:

First point of contact technical support

• Provide remote support to end-users via phone and chat

• Diagnose and resolve hardware, software, and basic network issues to drive first-contact resolution

• Set clear expectations and maintain proactive, professional communication throughout the support experience

• Coordinate with third-party vendors as needed to facilitate resolution

                                   

Incident and request management

• Monitor the IT Service Management (ITSM) platform for incoming incidents and requests.

• Triage and resolve requests using the knowledge base and standard troubleshooting practices and processes.

• Escalate issues appropriately to Tier 1, Tier 2, and Tier 3 support when required

• Continuously assess ticket priorities and ensure high-priority items are addressed promptly

• Meet or exceed established service level agreements (SLAs) for response and resolution times

Document and track all client interactions and technical issues in the ticketing system

• Provide detailed interaction notes, including complete troubleshooting steps and required information before resolution/escalation

• Track time spent on each ticket to support performance measurement and reporting

• Collaborate with Tier 1, Tier 2, and Tier 3 support teams to develop and refine knowledge base content that promote first contact resolution and streamline helpdesk processes

Promote department goals as well as the mission of Rogers Behavioral Health

• Participate in daily team huddles and department meetings

• Consistently meet individual and team key performance indicators (KPIs)

• Support the mission and values of Rogers Behavioral Health by delivering compassionate, solutions focused support

Additional Job Description:

Education/Training Requirements:

• Associate’s degree in Computer Science or related field, or any equivalent combination of education, experience and training from which comparable knowledge could be attained.

• Experience with Windows/Mac OS, Microsoft M365, mobile devices, printers/scanners, and other hardware peripherals required. General software and hardware support skills required.

• Experience with remote support tools required (TeamViewer/SCCM/other)

• Strong customer service skills.

• Experience with Cerner/Epic (EHR) preferred

• Experience with ServiceNOW preferred

• CompTIA A+ and/or Network + certification preferred

• Must reside in a Rogers Behavioral Health state of operation (CA, CO, FL, GA, IL, MN, PA, TN, WA, or WI). 

With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:

• Health, dental, and vision insurance coverage for you and your family 
• 401(k) retirement plan 
• Employee share program 
• Life/disability insurance 
• Flex spending accounts  
• Tuition reimbursement 
• Health and wellness program
• Employee assistance program (EAP)

Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com)