Service Desk Technician III (On-Site)

Aeroflow Health - Service Desk Technician III

Aeroflow Health is taking the home health products and equipment industry by storm. We have created a better way of doing business that prioritizes our customers, our community, and our coworkers. Aeroflow believes in career building. That is why we promote from within and reward individuals who have invested their time and talent in us. Whether you are looking for a place from which to launch your career - or a stable, ethical company in which to advance, you will not find an organization better equipped to help you meet your professional goals than Aeroflow Health.

The Opportunity

Within Aeroflow, the IT Operations team is currently recruiting for an IT professional to join our help desk team. We currently support approximately 1000 employees at 3 physical sites in beautiful Asheville, NC, as well as, several remote offices and work-from-home employees. Work will be performed primarily at our company headquarters located at 3165 Sweeten Creek Rd., Asheville. Assigned hours are flexible between the hours of 7:00 am – 5:30 pm Monday-Friday with some after hours and weekend project work as needed.

The Help Desk/Support Technician I position is responsible for being the first point of service for answering, commenting and replying to open incidents in the help desk. The Help Desk/Support Technician I must have the ability to identify and organize tickets according to priority, provide service to those tickets in a timely manner and/or escalate tickets to the appropriate IT personnel.

Physical Job Requirements

Listed below are the physical or mental requirements necessary in the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions.

• Prolonged periods of computer desk work.
• Dexterity of hands and fingers to operate a computer keyboard, and other computer components.
• May require lifting/carrying items up to thirty pounds.

Your Primary Responsibilities

• Provides telephone, in-person, and online support to end users.
• Installs hardware and peripheral components.
• Loads appropriate software packages such as operating systems, network components and office applications.
• Troubleshoots very complex equipment malfunctions and corrects and/or replaces as needed.
• Services as an Escalation to the Help Desk Technician I & II
• Assist with various PC builds in a timely manner as needed.
• Assist and/or lead other Service Desk Staff with company IT Projects.
• Provide continuing technical training to Help Desk Technician I & II when needed, including performing post-resolution follow ups, to include testing to ensure problems have been adequately resolved.
• Provides support with On-Call rotation (after 90 days).
• Actively participate/run dept/company meetings
• Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies.
• Compliance is a condition of employment and is considered an element of job performance
• Maintain HIPAA/patient confidentiality
• Regular and reliable attendance as assigned by your schedule
• Other job duties assigned

Required Qualifications

• High School diploma, preferably Bachelor’'s degree or equivalent from two-year College or technical school; or four years or more related experience and/or training; or equivalent combination of education or experience.
• Microsoft Windows 10/11 expert experience.
• A+/Net+ Certification or equivalent experience
• Strong customer service skills
• Strong interpersonal skills and ease with both telephone and in-person contacts.
• Strong communication skills specific to the audience.
• Ability to absorb and retain information quickly.
• Ability to work independently and effectively with strong attention to detail.
• Strong organizational and time management skills, including ability to handle multiple tasks simultaneously.
• Ability to effectively prioritize and execute tasks in a high paced environment.
• Ability to work in a team-oriented, collaborative environment.
• Expert analytical and problem-solving abilities.

Bonus Knowledge (not required)

• Relevant IT Certifications (CompTIA, Google, etc.)
• Expert Skills in OS Repair/installs, malware and virus removal, PC Hardware Installs/Repair, Software Troubleshooting and Upgrades
• Expert Experience in a fast-paced IT environment
• Expert Experience Installing and troubleshooting both COTS and custom software packages/PC imaging
• Expert knowledge of M365/Google Workspace, IT Ticketing Systems, and IT Asset Management
• Manage Engine ticketing system experience
• Healthcare IT Experience
• Current Dell Hardware and HP printer certifications

What Aeroflow Offers

Competitive Pay, Health Plans with FSA or HSA options, Dental, and Vision Insurance, Optional Life Insurance, 401K with Company Match, 12 weeks of parental leave for birthing parent/ 4 weeks leave for non-birthing parent(s), Additional Parental benefits to include fertility stipends, free diapers, breast pump, Paid Holidays, PTO Accrual from day one, Employee Assistance Programs and SO MUCH MORE!!

Here at Aeroflow, we are proud of our commitment to all of our employees. Aeroflow Health has been recognized both locally and nationally for the following achievements:

• Family Forward Certified
• Great Place to Work Certified
• Inc. 5000 Best Place to Work award winner
• HME Excellence Award
• Sky High Growth Award

If you’ve been looking for an opportunity that will allow you to make an impact, and an organization with unlimited growth potential, we want to hear from you!

Aeroflow Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

We value transparency and candidate safety throughout the hiring process. Aeroflow recruiters may reach out through platforms such as LinkedIn or Indeed; however, all interviews and/or offer coordination and sensitive information requests will occur only through our official communication channels. You will never be asked to provide personal data outside our secure application portal, and all interview or offer details will come from an @aeroflowinc.com email address. We do not conduct interviews via text message or instant-messaging apps. If you have concerns, please contact our Talent Acquisition team for verification