The Helpdesk Support Agent is responsible for handling first-level support to Workit Health team members and patients who work in local and remote locations. This role will provide hardware and software support solutions to end-users in a professional and timely manner. The Help Desk Support Agent will provide on-call support for all end-users. This position reports to our IT Support Manager. Hours: 30 hours/week, Part-time Location: Remote - Ann Arbor, Michigan Shift: 9am - 8 pm (varies) M-F = 30 hours a week Core Responsibility • Provide first-level phone/video support for Workit Health team members and patients • Fast resolution for Workit Health team members and patients • Responsible for managing reported IT issues • Provide occasional off-hours support • Will answer 10-30 incoming calls (depends on the call volume) • Train end-users on the use of various software, including Workit Health’s EMR and integrations • Create and maintain IT documentation • Support patching/maintenance for hardware and software • Monitor and provide support for hardware concerns, including shipping and receiving hardware to team members • Monitor and maintain critical system backups • Support deployment of new technologies, hardware, and software • Self-manage and prioritize to meet deadlines with quality results • Support a positive work environment that promotes service to the business, quality, innovation, and teamwork and ensures timely communication of issues/points of interest • May work on site in Ann Arbor 2-3 times per month or as needed. Other Duties and Responsibilities • Continuous improvement of technologies • Other duties as assigned Minimum Qualifications • Candidates with either a college degree in a related field or an equivalent amount of experience for this position are preferred • 2-3 years of experience providing desktop computer support • Help desk experience: 2 years (required) • Experience in a customer-facing realm supporting tech challenges • Experience supporting Windows and Apple operating systems (Windows 10, Windows 8, Windows 7, Apple OS X/macOS) • Experience with Chromebooks is a plus • Experience supporting remote users, including both satellite office, and work-at-home employees • Experience with desktop imaging, preferably WDS/Microsoft Deployment Toolkit • Experience with IT security, including encryption, multi-factor authentication, etc • Experience debugging and troubleshooting video conferencing Additional Knowledge, Skills, and Abilities • Learn quickly • Ability to multitask, collaboration oriented • Leadership skills with an energetic and “can-do” attitude • Excellent verbal and written communication skills • Strong project management, time management, and organization skills • Enjoy working with a team • Ability to cope well with rapid changes Benefits Generous PTO Excellent health, dental, and vision insurance with options to fit you & your family’s needs 401k + Matching Short Term Disability Maternity + Paternity Leave Personalized Coaching Platform and more! The opportunity to work with a dynamic, fun, and inclusive team that is dedicated to the addiction space!