IT Service Desk Technician I

Gravity IT Resources

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Gravity IT Resources is seeking a skilled Level 1 Service Desk Technician that provides quality and rapid 24×7 technical support to our client’s workforce, affiliates, and patients. In this role, you will be responsible for assisting end-users with basic IT issues, troubleshooting hardware and software problems, and escalating complex issues to higher-level technicians as needed. Your passion for Information Technology, exceptional communication, and problem-solving skills will be essential in ensuring timely and efficient resolution of our customer’s technical issues.



  • Required: High School diploma or equivalent
  • Preferred: Associates degree in IT related field



  • Required: CompTIA A+ or equivalent, within 1 year of hire.
  • Preferred: HDI-CSR or equivalent



  • Required: One (2+) years of experience in Customer Service or completion of Service Desk Technician rotation
  • Preferred: IT Service Desk experience in Healthcare


? Provide Level 1 technical support to end-users, including diagnosing and resolving hardware,

software, and network issues.

? Provide step-by-step guidance to end-users on technical problems.

? Perform remote troubleshooting for supporting remote users.

? Escalate more complex issues to Level 2 support staff.

? Create user incidents for all service desk calls that include required contact information, clear

description of issue, troubleshooting notes, and escalated or resolved appropriately.

? Manage access requests and create accounts for non-provisioned applications.

? Assist with staff onboarding, account setup, hardware setup, and software configuration.

? Complete assigned Service Requests within the Service Desk Technician’s area of responsibility

following all documented procedures.

? Demonstrate compliance with code of conduct and compliance policies, and act to resolve

compliance questions or concerns and reports suspected violations

? Provide remote technical support to patients who need IT assistance with our patient portal.

? Maintain the service desk self-service queue within service level agreement parameters.

? Assist in the resolution of customer requests resulting in high-levels of customer satisfaction.

? Revise existing knowledge base articles to assist with the resolution of customer’s issues.

? Utilize the knowledge base and other in-house tools to assist with resolving service desk calls.

? Meet or exceed service desk technician benchmark metrics on a monthly basis. Such metrics include

First Level Resolution (FLR), tickets created vs. calls handled, and average customer satisfaction.

? Perform other duties as assigned.

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