Client & Service Desk Technician II

🔥 0 minutes ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $32 - $36 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📁 Client Services

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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ECRI

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1968

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

ECRI is a nonprofit healthcare safety organization that provides independent evidence-based evaluations, medical device testing, patient safety advisory services, supply chain intelligence, education, and consulting to healthcare providers, payers, manufacturers, and government. With more than five decades of experience, a nationwide dataset of safety events, and a team of experts, ECRI operates as the only organization designated as both an Evidence-based Practice Center and a Patient Safety Organization and the sole independent medical device testing laboratory, helping organizations reduce preventable harm and improve care quality and value.

📋 Description

• Deliver prompt responses to client inquiries through telephone, email, and chat. • Monitor and respond to Client Services ticket queue, email inbox, voicemail, and phone extension inquiries. • Manage a large volume of client inquiries courteously. • Learn and navigate ECRI products to assist with client inquiries. • Support complex product roll-outs for internal and external clients. • Resolve advanced laptop/desktop, software, and network support requests. • Create OS images on current and new end-user hardware with Infrastructure Operations. • Debug and manage scripts to automate deployments, installations, and updates. • Package and deploy OS upgrades, ECRI software, and application updates using Microsoft Intune. • Document and resolve end-user issues in the Service Desk ticketing system; manage escalated tickets and assist with root cause analysis. • Manage user accounts and organizational units in Active Directory/Entra. • Manage and troubleshoot group policies for workstations and users. • Run and maintain Windows update compliance reporting. • Maintain desktop backups and file synchronization. • Assist in designing and creating Microsoft Power Apps. • Manage endpoint and data migrations to new hardware. • Maintain hardware and software inventory. • Manage small projects and report weekly/monthly updates to management. • Support routine telephone, fax, and voicemail operations and troubleshooting. • Develop and conduct in-house application training. • Perform routine technical support and software installations for specialized corporate applications. • Participate in rotational on-call responsibilities. • Provide routine technical support at ECRI’s domestic US facilities. • Perform other assigned duties.

🎯 Requirements

• At least 3 years of hands-on IT experience supporting corporate end users using Windows and Mac hardware, operating systems, and software preferred. • Working knowledge of Microsoft Office 365 solutions, including Teams, Office, and Outlook. • Ability to communicate effectively, learn from others, and adopt standards. • Prior customer service support for internal and external users. • Experience with a corporate ticketing system preferred. • Experience with Active Directory/Entra user and group management preferred. • Associate/Bachelor's degree preferred but not required; on-the-job experience can be considered as equivalent education. • Proficient with Microsoft Office 365 Suite, Microsoft 10, macOS, and basic networking. • Practical experience with help desk software, such as HubSpot, and CRM software required. • Experience with Jira or a similar ticketing system preferred. • Microsoft Certifications preferred but not required. • Ability to remain stationary at a desk or fixed workspace for most of the workday. • Ability to operate standard office equipment, including laptop, keyboard, mouse, webcam, and phone. • Ability to communicate information and ideas effectively in written and oral form.

🏖️ Benefits

• Comprehensive healthcare coverage: Medical, dental, vision, life insurance, disability coverage, critical illness insurance, and more. • Employer-matching Retirement Savings Plan. • Employee groups for belonging, learning, growth, and colleague support. • 16 paid hours annually through ECRI Cares to volunteer with preapproved charities. • Paid time off. • Paid holidays. • Tuition reimbursement. • Several other ancillary benefits.