IT Technical Help Desk Representative

Description

• Receive, prioritize, document, troubleshoot, and resolve incidents and service requests through Freshservice in accordance with established service expectations and escalation procedures. 
• Provide responsive support by telephone, email, remote-support tools, ticketing system, and in-person or on-site interactions; communicate status and next steps clearly to employees. 
• Diagnose and resolve routine issues involving desktops, laptops, mobile devices, operating systems, software, network connectivity, account access, printers, and other peripherals. 
• Enroll, configure, deploy, support, retrieve, and retire Windows, macOS, iOS, and Android devices and associated equipment. 
• Support Microsoft 365 applications, including Teams, Exchange Online, OneDrive, and SharePoint; troubleshoot Entra ID and Active Directory access, multifactor authentication, and Microsoft Intune/Company Portal enrollment and device compliance. 
• Assist with the setup, configuration, and troubleshooting of Teams and Zoom conferencing equipment and related audio/video technology. 
• Coordinate technology-related onboarding and offboarding activities, including approved account provisioning, equipment preparation, deployment, collection, and access changes. 
• Maintain accurate equipment inventory, device assignments, and asset lifecycle records. 

Qualifications 

• High school diploma or equivalent required. Associate degree or technical training in Information Technology, Computer Science, or a related field preferred. 
• One or more years of experience providing technical support, help desk services, or desktop support preferred. Relevant technical education, certifications, or equivalent hands-on experience may be considered. 
• Working knowledge of Microsoft 365 applications, Windows operating systems, computer hardware, software, and peripheral devices. 
• Familiarity with troubleshooting user access, connectivity, software applications, and mobile devices. 
• Familiarity with IT ticketing systems and remote-support tools; Freshservice experience preferred. 
• Experience with Microsoft Entra ID, Active Directory, and Microsoft Intune preferred. 
• CompTIA A+, Network+, or comparable technical certifications preferred. 
• Ability to provide professional, customer-focused technical support and communicate solutions effectively to employees with varying levels of technical knowledge 
• Ability to troubleshoot effectively through remote-support tools and during in-person or on-site support.
• Valid driver’s license, required insurance coverage, and ability to meet Copa Health driving requirements when operating a vehicle for work.

Copa Health is an Equal Opportunity Employer – All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, disability status, protected veteran status, or any other characteristics protected by law. Pre-Employment Criminal Background and Drug Testing Required. EOE.