INTERN - Help Desk Support
DonatWald+Haque (DWH) - Santa Monica, CA

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Under general supervision, provide technical software, hardware and network problem resolution to all Agency computer users by performing question/problem diagnosis and guiding users through step-by step solutions in a call center environment; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist Network Technicians; trouble shoot network printer problems; pass more complex end-user problems on to Network Technicians; conduct hardware and software inventory database maintenance and reporting; and perform related work as required.


The Help Desk Technician fields all Help Desk requests from Agency users and creates the initial record of the request; resolves all Level One end-user problems on site, passes all Level Two requests on to a Network Administrator & IT Director.

Main Tasks and Responsibilities

  • Respond to requests for technical assistance in person, via phone or electronically
  • Diagnose and resolve technical hardware and software issues
  • Research questions using available information resources
  • Log all help desk interactions
  • Administer help desk software
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Perform software license and asset inventory

Education & Skills:

Formal training, indicated by a high school diploma or equivalent: help desk or customer support in computer related field preferred.

  • Proficiency in use and administration of MAC OS, Windows Server or Windows 7, and MS Office required
  • Experience with networking, clinical operation skills, or previously related medical/clinical/EMR knowledge is desired, but not required
  • CompTIA certification preferred
  • Excellent oral and written communication skills
  • Excellent customer service skills
  • Problem solving skills
  • Detailed and organized with attention to detail
  • Ability to work under stress & deadlines

Indeed - 22 months ago - save job - copy to clipboard
About this company
dw+h is an independent agency in the heart of Santa Monica. We are agents of positive change. For us, positive change is not limited to...