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Sharecare Inc Hiring for Help Desk Representative – Hybrid Remote Job at New York, NY Full Time
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Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com.
Job Summary:
The Help Desk Support team provides 1st level technical support to internal employees and all corporate infrastructures. The Help Desk Support Specialist will be responsible for answering technical questions, troubleshooting, resolving users’ issues, creating user accounts, and hardware deployment. The Helpdesk Support Specialist should have experience in meeting and exceeding customer SLAs.
The Help Desk Support team provides 1st level technical support to internal employees and all corporate infrastructures. The Help Desk Support Specialist will be responsible for answering technical questions, troubleshooting, resolving users’ issues, creating user accounts, and hardware deployment. The Helpdesk Support Specialist should have experience in meeting and exceeding customer SLAs.
- This position is a hybrid remote/onsite role and expected to work out of the office 1-2 days a week.
Essential Job Functions:
- Respond to technical support questions and issues from employees entering internal Helpdesk tickets in a timely manner.
- Troubleshoot technical problems that users encounter while using the company provided computers and software, provide user account maintenance, and supply solutions derived through research and troubleshooting.
- Emphasis on providing desktop support for a variety of macOS/Mac hardware issues.
- Communicate professionally with customers, users, and co-workers as well as track/update information in the Helpdesk Tracking System.
- Assist in supporting all corporate server infrastructures from desktops to Active Directory to backups.
- Collaborate with technical staff, both internally and externally to resolve outstanding issues.
- Image and deploy hardware for both new hires as well as break-fix issues.
Requirements:
Qualifications:
- A college degree is preferred and minimum of 3+ years of Information Technology experience or related work experience – HS diploma is required.
- 3+ years of experience in a customer-facing role, preferably in a Technical Customer Support type of position.
- Substantial experience with Apple hardware and macOS is a must.
- Experience with providing desktop support for Windows machines.
- Experience with Web browser technologies (IE, Firefox, Safari, etc.) and the Internet as well as Microsoft Office Suite, Microsoft Windows (XP, 7, etc.), iOS, and email clients (Outlook) a must.
- Excellent troubleshooting skills.
- Knowledge of supporting applications and infrastructure including AD, DNS, DHCP, Backup Exec.
Specific Skills/ Attributes:
- Must have a passion for providing excellent customer support to all types of customers as well as impeccable verbal and written communication skills.
- Must possess organizational proficiencies to multitask and work in a fast-paced environment with minimum supervision.
- Must be a team player and have the ability to interact with multiple levels of personnel within the organization.
- Must be highly motivated, self-starting, and committed to achieving results and have a strong sense of ownership and follow-through to resolution.
- Must have strong problem-solving skills and be able to come up with creative and flexible solutions.
Pay Rate:
- $30.00-$35.00/hour based on experience