Help Desk Technician (Tier 1)

Basic Functions/Responsibilities

  • Handle Tier 1 help desk escalations through tickets or phone
  • Clearly communicate status of escalated requests to next Tier support
  • Follow up on outstanding requests and ensure timely resolution
  • Create accounts and configure hardware as part of on-boarding process
  • Perform IT support functions for tablets, cell phones, and printers.
  • Install and replace emergency vehicle lighting and safety equipment for Ambulances.
  • Installation activities involved with outfitting new or upgrading existing vehicles with public safety equipment such as lights, computer mounts, vehicle modems and two-way radios.
  • Additionally, the position will be responsible to travel between sites and maintain system documentation, etc.
  • Responsible to maintain internal Knowledge Bases to efficiently resolve recurring requests
  • The Tier 1 role will encompass a broad range of functions including manning the help-desk phone, assisting in hardware setup/deployment and network setup.
  • Participate in a night and weekend on call rotation
  • Other duties may be added and/or assigned as needed

Qualifications and Skills

  • Working knowledge of Microsoft Office products.
  • Working knowledge of networking and client/server environment including Windows Server 2003/2008/2012, all Windows desktop operating systems, and knowledge of TCP/IP.
  • Must have a valid Ohio Driver’s License, provide a copy of driver’s license, and are subject to a Moving Vehicle Report (MVR) check through the Department of Motor Vehicles annually. Any MVR grade of “unacceptable” is not permitted to operate a company vehicle on behalf of LifeCare Ambulance Inc.
  • Knowledge of networking
  • Knowledge of 12-volt wiring
  • Demonstrated success in working as part of a team.
  • Must have competent oral, written and interpersonal communication skills in order to work with a variety of people.
  • Must have excellent organizational skills, strong detail orientation and the ability to maintain confidentiality.
  • Must have ability to work under pressure and provide pro-active approach to avoiding and solving problems.
  • Must be able to sit, stand, walk, squat and reach above head.
  • Must be able to lift/carry up to 50 pounds unassisted.
  • Ability to use hand and power tools safely and effectively, and occasionally maneuver and lift heavy equipment.
  • Final applicant is required to be fingerprinted to complete background check.