Job Overview

Horizon NJ Health is seeking a motivated and customer-focused Help Desk Support Representative to join our team. This is a full-time, work-from-home position for candidates based in United States. As a key member of our IT support team, you will be the first point of contact for technical assistance, ensuring our staff can effectively serve our communities.

Horizon NJ Health is a healthcare organisation dedicated to improving access to quality health care for low-income individuals and families. We are committed to enhancing the overall health and well-being of the communities we serve, and we are looking for a professional who shares our passion for making a difference. This role is critical in maintaining the operational efficiency that allows us to deliver vital services, including preventive care, wellness programmes, and mental health support.

Responsibilities

• Serve as the primary point of contact for colleagues seeking technical assistance via phone, email, or our internal ticketing system.
• Perform remote troubleshooting by using diagnostic techniques and asking pertinent questions to determine the nature of the problem.
• Walk users through the problem-solving process with clarity and patience.
• Escalate unresolved issues to the next level of support personnel in a timely manner.
• Accurately record all issues, troubleshooting steps, and resolutions in our help desk logs.
• Provide prompt and accurate feedback to users, keeping them informed of their request status.
• Identify and suggest potential improvements to our systems and support procedures.
• Maintain a high degree of professionalism and customer service in all interactions.
• Assist in creating and maintaining technical documentation and user guides.

Qualifications

• Proven experience in a help desk, technical support, or customer service role.
• A strong understanding of computer systems, mobile devices, and other technology products.
• Familiarity with help desk software, remote support tools, and ticketing systems.
• Excellent problem-solving and communication skills.
• The ability to diagnose and resolve basic technical issues effectively.
• A patient and customer-oriented approach.
• The discipline and self-motivation to work independently in a remote environment.
• Proficiency in English, with strong written and verbal communication abilities.
• Experience working within a healthcare or other regulated environment is desirable but not essential.