Service Desk Technician

People who do great work deserve great support. That's why we care about building a culture of flexibility, learning, and belonging. Our goal is to help you be the best 'you' that you can be, both inside and outside of work. That isn't just good for you -- it's good for the people you love, too. Your best work starts here. We're excited about where it may take you!

Job Summary

As the thought leader in the healthcare IT security space, Fortified Health Security is looking for a Service Desk Technician to join our growing team! The Service Desk Technician will be responsible for supporting the Engineering team by providing technical assistance and support related to computer systems, hardware, software, and system access/credentials. This position will provide exceptional customer service by using their troubleshooting skills to diagnose problems and then determine and implement effective solutions in a timely manner.

Essential Job Functions

The following duties are normal for this position. The omission of specific statements of duties does not exclude them from being expected of this position if the work is similar, related, or a logical assignment for this position. Other duties may be required.

• Monitor ticket queues and resolve issues within stated SLAs.
• Assist with troubleshooting issues and provide technical support for end user applications and hardware.
• Support the Engineering Team in maintaining hardware, software, and IT infrastructure systems.
• Organize and maintain IT resources and asset management.
• Ordering and maintaining stock of available hardware.
• Work with employees in onboarding and offboarding process to ensure hardware, software, and system access is maintained as necessary.
• Prepares and documents, as required, standard operating procedures and processes.
• Maintains and updates the Fortified Services Methodology and other department documentation.
• Maintains application & industry knowledge through self-study and by attending training classes.
  
  

Knowledge & Skills

Education & Experience

• Computer Science, Information Technology, or Management Information Systems major.
• Helpdesk or service desk experience
  
  

Special Skills & Knowledge

• Familiar with both Windows and MacOS operating systems.
• Familiar with cloud technologies (AWS, EntraID, Office 365) and Microsoft Office Suite.
• Strong verbal and written communication.
• Excellent analytical and problem-solving skills.
• Ability to work well in teams.
• Strong work ethic and attention to detail.
  
  

Licenses, Certifications, etc.

• CompTIA A+
• Google IT Support Professional
• ITIL Foundation
  
  

Requirements

Supervisory Responsibility

• N/A
  
  

Working Conditions & Travel Requirements

• Hybrid Work Environment to Brentwood, TN office