Helpdesk Technician I
Culinary Health Fund, Las Vegas, NV, United States
Helpdesk I Position
We are seeking a Helpdesk I professional to provide world‑class customer service to all Health Center/Fund employees seeking technical assistance concerning PC, mobile, telephony, and communications hardware and software. This temporary‑to‑hire role (approx. 90 days) offers candidates the opportunity to experience our health center environment, determine fit, and gain exposure to IT projects and decision‑making processes. The incumbent serves as a technical resource and represents the IT department with professionalism, competence, and positivity.
Essential Job Functions and Duties
Serves as a Tier 1 technical and customer support resource to all Health Center/Fund employees
Responds to all local and remote customer inquiries for assistance received primarily via telephone but also via email, chat or direct contact, providing first‑level troubleshooting and problem resolution
Escalates unresolvable tickets to Tier 2
Documents all customer support inquiries using available tracking software and recommends simplification opportunities
Resolves issues in a timely and professional manner while meeting or exceeding established baselines
Takes proactive action in ensuring the serviceability of applicable Fund and health center technical systems
Handles employee questions regarding end‑user facing hardware and software and serves in a consultative manner
Communicates with technical operations and programming support personnel for problem referral
Creates/updates end‑user accounts per established access matrix and authorization approval
Ensures timely completion and follow‑up of all support calls and tracks progress via ticketing system
Creates documentation of technical solutions and help‑desk procedures
Tracks user satisfaction through follow‑up calls and surveys as required/directed
Assists Infrastructure and Operations functions with special projects as required
Demonstrates the Fund’s Diversity and Inclusion (D&I) principles in conduct and contributes to a safe, inclusive culture with equitable opportunities for success and career growth
Essential Qualifications
Experience with technical Help Desk or high‑level customer service operations desired (0‑3 years of direct experience)
Working knowledge and experience in a Windows‑based support environment preferred
Primary‑level knowledge of PC, mobile, telephony and other end‑user facing technologies
Introductory to basic knowledge of PC hardware, Windows (Active Directory administration) and Office 365
Associate’s degree in Computer Science, Information Systems or related field or equivalent work experience required
Certification in A+ and/or Microsoft Certifications preferred
Ability to travel locally and support business needs dynamically
Valid, unrestricted state driver’s license preferred
Personal vehicle, valid registration, and current insurance preferred
Hourly Range for this Position:
$25.69 – $29.23 (salary $50,100 – $57,000). Actual hourly rate may vary based on experience, qualifications, certifications, licenses, education, performance, and market data.
Work Schedule:
Monday – Friday, 7.5 hours per day (37.5 hours per week). Onsite, with coverage at our Health Center locations as needed and participation in on‑call rotation for after‑hours and Saturday coverage.
Benefits include medical, dental, vision, paid time‑off (PTO), paid holidays, 401(k), short‑ and long‑term disability, life, AD&D, flexible spending accounts (healthcare & dependent care), pension, commuter transit, tuition assistance, and employee assistance program (EAP).
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We are seeking a Helpdesk I professional to provide world‑class customer service to all Health Center/Fund employees seeking technical assistance concerning PC, mobile, telephony, and communications hardware and software. This temporary‑to‑hire role (approx. 90 days) offers candidates the opportunity to experience our health center environment, determine fit, and gain exposure to IT projects and decision‑making processes. The incumbent serves as a technical resource and represents the IT department with professionalism, competence, and positivity.
Essential Job Functions and Duties
Serves as a Tier 1 technical and customer support resource to all Health Center/Fund employees
Responds to all local and remote customer inquiries for assistance received primarily via telephone but also via email, chat or direct contact, providing first‑level troubleshooting and problem resolution
Escalates unresolvable tickets to Tier 2
Documents all customer support inquiries using available tracking software and recommends simplification opportunities
Resolves issues in a timely and professional manner while meeting or exceeding established baselines
Takes proactive action in ensuring the serviceability of applicable Fund and health center technical systems
Handles employee questions regarding end‑user facing hardware and software and serves in a consultative manner
Communicates with technical operations and programming support personnel for problem referral
Creates/updates end‑user accounts per established access matrix and authorization approval
Ensures timely completion and follow‑up of all support calls and tracks progress via ticketing system
Creates documentation of technical solutions and help‑desk procedures
Tracks user satisfaction through follow‑up calls and surveys as required/directed
Assists Infrastructure and Operations functions with special projects as required
Demonstrates the Fund’s Diversity and Inclusion (D&I) principles in conduct and contributes to a safe, inclusive culture with equitable opportunities for success and career growth
Essential Qualifications
Experience with technical Help Desk or high‑level customer service operations desired (0‑3 years of direct experience)
Working knowledge and experience in a Windows‑based support environment preferred
Primary‑level knowledge of PC, mobile, telephony and other end‑user facing technologies
Introductory to basic knowledge of PC hardware, Windows (Active Directory administration) and Office 365
Associate’s degree in Computer Science, Information Systems or related field or equivalent work experience required
Certification in A+ and/or Microsoft Certifications preferred
Ability to travel locally and support business needs dynamically
Valid, unrestricted state driver’s license preferred
Personal vehicle, valid registration, and current insurance preferred
Hourly Range for this Position:
$25.69 – $29.23 (salary $50,100 – $57,000). Actual hourly rate may vary based on experience, qualifications, certifications, licenses, education, performance, and market data.
Work Schedule:
Monday – Friday, 7.5 hours per day (37.5 hours per week). Onsite, with coverage at our Health Center locations as needed and participation in on‑call rotation for after‑hours and Saturday coverage.
Benefits include medical, dental, vision, paid time‑off (PTO), paid holidays, 401(k), short‑ and long‑term disability, life, AD&D, flexible spending accounts (healthcare & dependent care), pension, commuter transit, tuition assistance, and employee assistance program (EAP).
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