Semler Scientific, Inc. (www.semlerscientific.com) is a medical risk-assessment company whose diagnostic and testing products and services help to guide patient care and close the gap between cost of care and compensation for care, collaborating with top health care providers and health plans.

Semler is comprised of mostly remote staff. We require people that possess a high degree of independence and drive, while remaining collaborative.

Role: Reporting to the IT Applications & Technical Support Manager, the Help Desk Support Lead is responsible for planning, assigning, and directing work; updating, documenting, and gaining approval for all help desk support procedures and hardware documentation; and assisting team members in answering calls, addressing service or escalation issues, and applying independent decision making to resolve problems or escalate problems to management. You will ensure that service levels are met, identify trends, and make recommendations for service improvements. You will work with multiple teams and departments to come to timely resolutions. While the nature of this role is more technically based, it is important for a Help Desk Lead to have a tolerant and patient disposition, with strong communication skills to put frustrated users at ease.

Responsibilities:

• Supervise help desk support staff’s daily activities ensuring timely and professional delivery of support for calls, emails and tickets on network problems, computers, core software products, and related hardware peripherals.
• Train help desk staff on areas of responsibility, new technology, and support procedures.
• Ensure help desk staff provides consistent, high-quality, and professional service, including communication and telephone
• skills.
• Proactively identify process improvement opportunities.
• Maintain computer systems and act as support if any system goes down
• Responsible for PC’s, Printers, Cell Phones, and related equipment (monitor, keyboard, mouse, hard drive, etc)
• Maintain user PCs, including upgrades and configuration as needed
• Assist with onboarding of new users
• Keep inventory of all equipment, software, and license users
• Install, configure, and upgrade PC software
• Adhere to documented procedures, corporate policies and best practices while performing job tasks

• 
  4+ years doing IT support in a professional environment
• Principles and practices of work direction, supervision, mentoring, and training.
• CompTIA A+ Certification preferred
• Microsoft Certified Professional (MCP) preferred
• Communicate effectively both orally and in writing.
• Establish and maintain cooperative and effective working relationships with others.
• Maintain current knowledge of various systems applications and operations.
• Effective writing for documenting support procedures.
• Microsoft SharePoint knowledge a plus.

• Operation of computer hardware, including printers, scanners, terminals, and other peripherals.
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise
• Ability to deploy, configure, and support operating systems on desktop and mobile
• Understanding and appreciation for Information Security within systems and user devices
• Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, and time

Semler Scientific is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status