Help Desk Technician Tier II

Job Description

Job Description

Job Description

The Level II Help Desk Technician provides internal and external technical support to our clients, users of computer systems. Monitors and performs the necessary preventive and ongoing maintenance on the network to ensure the availability of services provided to all system users. Responds to questions and/or resolves computer-related issues for clients through on-site, phone, or remote interventions.

Requirements

• Bachelor’s Degree in Information Systems, Computer Science, or related fields.
• Minimum of three (3) years of experience as a Computer Technician or in a similar position.
• Hands-on experience with Microsoft Office, Windows Operating Systems, among others.
• Fully bilingual (English and Spanish); preferred.
• Excellent communication skills (oral, written, and reading).
• Effectively customer service-oriented.

Essential Functions

• Under general supervision, provides on-site or remote support for computer systems (end-user computers and peripherals, servers, LAN, WAN, and WLAN), including installation, relocation, upgrades, preventive maintenance, repair activities, and user account maintenance via the internal help desk system.
• Monitors network equipment resources, such as switches, and notifies the supervisor immediately upon detecting any abnormalities.
• Interfaces with users to determine, acquire, and configure suitable hardware/software requirements and resolves hardware/software issues.
• Monitors the server alarm system and notifies the supervisor of any detected anomalies.
• Conducts quarterly audits of user PCs to ensure compliance with company policies.
• Monitors bandwidth-related alarms and communicates any detected issues to the supervisor.
• Oversees improper access to web pages filtered by the company and reports unauthorized attempts to the supervisor.
• Maintains email accounts, changes passwords, and creates new accounts.
• Creates accounts in Active Directory and manages domain password changes.
• Delivers presentations and educates on information system policies during training for new employees at TeleMedik.
• Monitors authorized/unauthorized users connected to wireless access points.
• Analyzes daily backups to ensure system availability and continuity and manages a comprehensive tape backup system.
• Ensures confidentiality and compliance with all applicable state and federal regulations for health call centers, including HIPAA and internal policies for disposing of confidential information.
• Immediately reports any exposure of Protected Health Information to the supervisor.
• Complies with essential training and all procedures established by regulatory agencies, contractual requirements, and applicable certification standards (including, but not limited to, URAC).

What are the benefits of joining our team?

• Christmas Bonus, as mandated by law.
• Health and life insurance.
• 401K retirement plan.
• Paid leave benefits.
• 1 personal day.
• 1 birthday leave day.
• On-the-job training, including regulatory and health-related aspects.
• 24/7 telemedicine service.
• 24/7 emergency assistance services.
• Free employee health and wellness programs.
• Opportunities for professional growth and development.
• Contributing to the health and well-being of the community.

Job Type: Full-time

Work Location: On-site position in Mayagüez, PR

EQUAL OPPORTUNITY EMPLOYER – (EEOC)

At TeleMedik Group, we are committed to an inclusive work environment where all candidates have the opportunity to participate, grow, and develop professionally. We look forward to your application!

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