Help Desk Technician - Level 2

Why Join the HWP Group?

Health & Wellness Partners, LLC (HWP), is a medical and scientific communications agency that collaborates with life science industry stakeholders to develop award-winning solutions that advance patient care and transforms scientific content into compelling live and virtual user experiences through digital platforms, congress engagement, and more. We bring clients, providers, and patients outstanding educational programming paired with innovative digital and interactive dissemination vehicles.

We are committed to making a difference in health care and in the lives of our team members. We aim to provide every employee with a job they love in a culture focused on career growth, well-being, and community outreach. We have been recognized as both an MM+M Best Place to Work and an Inc. Best Workplace.

For more information, visit thehwpgroup.com.

What You Need to Know

We are looking to add a Help Desk Technician, Level II, to the Information Technology team. In this role, you will work closely with the Executive Vice President of Information Technology. You will be responsible for providing advanced technical assistance and support for computer systems, hardware, and software, using remote tools and diagnostic utilities, or performing hands-on fixes when remote tools are not appropriate. The Help Desk Technician, Level II, will establish successful working relationships with team members across all departments to ensure success.

What You’ll Do

• Triage incoming requests to the Help Desk via telephone, web portal, or email to ensure courteous,timely, and effective resolution of end-user issues
• Prioritize incidents and service requests to meet department-defined service-level agreements
• Troubleshoot and resolve (or in rare circumstances escalate) Windows® and Microsoft® Office issues to senior team members
• Troubleshoot and resolve or escalate standard company software applications (e.g., Microsoft Teams, Zoom, Ado...