IT Help Desk Technician – Zendesk/Ticketing Systems Experience

The IT Help Desk technician will be mainly responsible for managing the help desk ticketing system. Other duties will include inventory control and management, shipping and packing, answering the emergency help-desk phone line, assisting with Tier 1 ticket resolution, and assisting the IT team in projects and daily operations as needed. Customer service skills are a must as this role will have direct interaction with our internal staff/customers The overall majority of the help desk technician’s job duties and responsibilities will be conducted at the Walnut Creek office location; however, travel will be required from time to time.

Onsite position in Walnut Creek.

RESPONSIBILITIES:

• Help and assist IT staff as needed

• Respond to technical requests by phone, email, or ticketing system as needed to maintain SLAs and Help Desk coverage

• Track statistics on issue and problem resolutions

• Work with systems and network teams to resolve customer issues

• Answer help desk phone line and triage issues as needed

• Ensure duties are delegated properly and tasks are complete on time

• Asset management, shipping and tracking

QUALIFICATIONS:

   EDUCATION :

• Highschool Diploma or GED.

• A+ Certification (nice, but not required)

REQUIREMENTS:

• Excellent Customer Service

• 1 year in IT

• Proficient experience with Zendesk or similar help desk/ticketing systems

• Citrix Xen Desktop experience (nice but not required)

• Experience in Ring Central &/or applicable VOIP/PBX experience

• Familiarity with cloning/imaging software for desktops/laptops

• Hands on experience providing level 1 support

• Basic knowledge of Active directory or similar user management technology

• Ability to quickly diagnose technical problems in person or remote

• ability to manage multiple projects

• Ability to lift 50 pounds

• Understanding of general networking administration and Windows-based PC troubleshooting

• Ability to manage/administer ticketing systems

• Mac experience preferred

• Windows Operating Systems Knowledge

• Understanding of basic hardware (laptop/desktop/hardware peripherals)

COMPENSATION RANGE:

$27.00- $35.00 per hour

All compensation ranges are posted based on internal equity, job requirements, experience and geographical locations.

WE OFFER:

• Generous Medical, Dental, Vision, and Prescription benefits (PPO & HMO)

• 401(K) Plan with Employer Matching

• License & Tuition Reimbursements

• Paid Time Off

• Holiday Pay

• Employee Perks and Discount Programs

• Competitive Salaries!

ABOUT US:

Boomerang Healthcare is a leader in cutting-edge pain management techniques and rehabilitation programs that set the standard in holistic approaches for managing chronic pain. Our doctors are nationally known experts in the field and are deeply involved in clinical research focused on developing the treatment solutions of tomorrow.

Boomerang Healthcare strives to be a diverse workforce that reflects, at all job levels, the patients we serve. We are an equal opportunity employer.  Boomerang Healthcare is committed to compliance with the American Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please contact us.