Job Description

HTC Global Services wants you. Come build new things with us and advance your career. At HTC Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies. At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks. Job Description: Remote Work From Home WFH Opportunity Monday - Friday, Regular Business Hours (PST Business Hours) Are you currently in a position supporting Desktop Services but tired of working weekends and evenings? Do you thrive on delivering world-class customer service while solving complex technical issues? Are you an IT professional with a knack for troubleshooting and a passion for helping others? Join a small, elite team providing white-glove IT concierge support to hospital staff, where every interaction is an opportunity to make a difference. This is a full time W2 position and our full suite of benefits start day one! What You'll Do: As a Technical Desktop Support/ IT Concierge Technician, you'll act as a trusted partner to hospital researchers and staff, ensuring their technology needs are met with speed, care, and professionalism. Your key responsibilities include: Responding to support queries via phone or remote access with a calm and professional demeanor. Diagnosing and troubleshooting software, hardware, and network connectivity issues on Windows and macOS systems. Guiding users to established support FAQs and self-service portals. Performing account unlocks, password changes, and escalating unresolved issues to the Research Desktop team with a warm hand-off. Documenting improvements in collaboration with the Research Desktop team. Following up within 24 hours of resolution to ensure user satisfaction. Providing basic intake and prioritizing tickets for VIP or executive assistant users. Coordinating with third-party vendors and technology providers when directed. What You Bring: Technical Skills: Strong experience with both Windows and macOS operating systems. Familiarity with diagnosing and troubleshooting common business applications and custom software in a corporate business setting. Ability to understand and articulate the features and benefits of current technology solutions. Soft Skills: Exceptional customer service focus, with the ability to build rapport quickly and provide reassurance to users under stress. Reliable, adaptable and have a passion for providing world class customer service Experience handling VIP users or providing white-glove services. Outstanding verbal and written communication skills. Strong teamwork and collaboration abilities. Excellent problem-solving and organizational skills, with sound judgment in customer service scenarios. Preferred Experience: Previous experience supporting technical support/desktop user support issues for a company. Education: Bachelor's degree or equivalent practical experience. Why Join Us? You'll be part of a dedicated two-person team supporting hospital staff with end user computing issues. As a trusted IT concierge, your role goes beyond resolving technical issues-you'll be calming nerves, building trust, and ensuring researchers feel confident that their technology needs are in capable hands. If you're outgoing, resourceful, and customer-focused, and you thrive in a fast-paced, highly technical environment, we'd love to hear from you! Ready to Apply? Bring your skills, personality, and passion for IT excellence. Apply today and join a team where your work truly makes an impact! Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. HTC is proud to be recognized as a National Minority Supplier. Ciber

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