Helpdesk Technician

  • DeRoyal
  • Powell, TN, United States
  • Nov 13, 2017
Full time Administrative / Clerical Business Services Customer Service Telecommunications

Job Description

DeRoyal, delivering high quality medical products and innovative healthcare services, is actively searching for a Helpdesk Technician to join our Continuum Installation Team. Continuum® is an automated inventory management control system. As a Continuum Helpdesk Technician, the ideal candidate will be the first point of contact for all issues pertaining to Continuum. The ideal candidate will be responsible for providing technical support and excellent customer service to DeRoyal’s Continuum accounts.


Some responsibilities include:

  • Provides Level 1 support for all Continuum® systems and services. Support may include answering questions, troubleshooting problems, teaching and instructing co-workers and end users regarding software or hardware functionality.
  • Determines the most effective manner to resolve end users technical issue. Engages in research and in-depth troubleshooting to resolve technical issues.
  • Records customer and problem information into Salesforce Continuum® Service Requests. Updates tickets with appropriate entries and closes tickets with resolution after verifying with end user through verbal or email follow up.
  • Will need to be available for on-call support at least 1 week/month
  • Improve support by assisting with the update of Continuum Resource Webpage
  • Familiarity with remote access function/support
  • Available to assist in the below areas as needed
    • Account/item creation
    • Shipping/Inventory Management
  • Ability to work on helpdesk related projects as assigned by Manager

The ideal candidate must possess a minimum of at least an Associate’s degree with 2 years technical experience. Must possess a professional demeanor and appearance, as well as, an ability to work with others at all levels within an organization. This position requires effective problem solving/troubleshooting skills, Help Desk experience, excellent verbal communication, phone skills, customer service, quality focus, and PC Proficiency. Technical aptitude and mechanical dexterity is a must.

 If you are interested in pursuing a challenging career with DeRoyal, please apply on-line at:


Improving Care. Improving Business.


 An EEO Employer/Vets/Disability

Post offer drug screen is required.

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