Help Desk Technician I

Hi. We’re Hummingbird.

We’re elevating patient access so patients can get healthcare how, when, and where they need it.  We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry.  Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.

Summary

As a Help Desk Technician I at Hummingbird, you will be essential in supporting our growing team's productivity. You will ensure all IT tickets are handled promptly, follow standard protocols, and escalate complex issues to higher-level support when necessary.

Responsibilities

Job Description

Compensation: Starting at $21.00 pr hr+, based on experience.

Benefits Eligible: Yes.

Travel: 0-5% for training and company events.

Working Hours: Alignment with client work hours within the US.

Work Location: This position is remote. You must work from a location within the United States with consistent internet service.

Hardware Support

• Assist staff with the necessary hardware setup.

• Prepare and deploy devices to meet operational needs.

• Perform basic application software installations.

• Troubleshoot basic hardware issues and perform routine patching.

Issue Support and Management

• Monitor help desk tickets and ensure timely resolution according to SLAs.

• Direct incoming requests to appropriate resolvers, escalating complex issues as needed.

• Provide timely status updates for open tickets and demonstrate accountability in supporting users.

Troubleshooting and Solutions

• Provide basic support for MS Windows, Office 365, SharePoint, and Exchange administration.

• Assist with installation, configuration, and troubleshooting under supervision.

• Identify common issues and follow standard protocols to resolve them.

IT Knowledge Base and Documentation Creation

• Assist in creating and updating articles and guides for common issues and solutions.

• Maintain basic documentation for users and IT staff.

Required & Desired Skills

Required Skills and Experience

• 0-1 years of experience in a help desk or technical support role.

• Basic understanding of troubleshooting and providing technical support for Microsoft Windows, Office 365, SharePoint, and Exchange.

• Experience with hardware provisioning, including basic equipment setup and troubleshooting.

• Strong communication skills with the ability to provide timely updates and support to users.

• Ability to follow instructions and standard protocols for managing support tickets.

Desired Skills and Experience

• Familiarity with ITIL (Information Technology Infrastructure Library) best practices for service management.

• Experience in a customer service-oriented role.

• Basic problem-solving skills and a proactive approach to identifying and resolving technical issues.

The Hummingbird Approach
We value a team that brings diverse perspectives and experiences to the work we do. While there are many ways to do this, people who are successful at Hummingbird:

• Lead with Respect by valuing kindness and working to actively foster an environment of inclusion and respect.
• Embrace Growth and seek out learning and growth for themselves and support those around them in their growth journey. They bring curiosity and an openness to innovation to all their interactions.
• Bring a Win Together mentality by approaching conflict directly, listening carefully, and seeking to understand. They problem-solve with the goal of finding successes, not trade-offs, for all involved.

Equal Opportunity Statement
Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce. 

Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them.  Please reach out to talent@hummingbird.healthcare to request accommodations and we’d be happy to chat.
 

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