IT Service Desk Level 1 (Night Shift)

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Job Objective:

The IT Service Desk Technician I provides 24×7 technical support to end-users, ensuring efficient troubleshooting of hardware, software, and network issues. This role focuses on first-level remote support, account setup, and issue resolution while escalating complex problems as needed. Exceptional customer service, communication, and technical problem-solving skills are essential for success in this role.

Reports to:

• Manager – Program Management Office and Help Desk

Qualifications:

Education:

• Required: High school diploma or GED (or higher degree if hired after October 1, 2024)
• Preferred: Associate’s degree in an IT-related field

Licensure/Certification:

• Required: CompTIA A+ (or equivalent within one year of hire)
• Preferred: HDI-CSR or equivalent

Experience:

• Required: One (1) year of customer service experience or completion of a Service Desk Technician rotation in an IT apprenticeship program
• Preferred: IT Service Desk experience, especially in healthcare

Required Skills & Knowledge:

• Proficiency in Windows OS, Active Directory, Microsoft Exchange, MacOS, and Microsoft Office
• Basic troubleshooting of printers, fax machines, scanners, and general office equipment
• Experience with computer, laptop, and mobile device troubleshooting
• Knowledge of Active Directory and Exchange user administration
• Ability to troubleshoot iOS and Android devices with mobile device management software
• Basic understanding of TCP/IP, networking principles, and VoIP telecommunications
• Familiarity with web programming and SQL Server
• Strong communication, problem-solving, and multitasking skills
• Ability to work independently and in a team environment
• Commitment to delivering excellent customer service

Essential Responsibilities:

1. Provides level I technical support, diagnosing and resolving hardware, software, and network issues.
2. Assists end-users with step-by-step guidance for troubleshooting.
3. Performs remote troubleshooting for offsite users.
4. Escalates complex issues to higher-level support staff.
5. Documents and manages user incidents, ensuring proper resolution or escalation.
6. Processes access requests and account setup for non-provisioned applications.
7. Assists in staff onboarding, setting up accounts, hardware, and software configurations.
8. Completes assigned service requests in accordance with documented procedures.
9. Provides remote support for patients using the patient portal.
10. Ensures compliance with service-level agreements (SLAs) for self-service ticket queues.
11. Contributes to knowledge base updates for troubleshooting guides.
12. Meets Service Desk performance metrics, including First Level Resolution (FLR) and customer satisfaction scores.
13. Follows hospital and department safety, compliance, and service policies.
14. Performs other duties as assigned.

This role is ideal for a detail-oriented, customer-focused IT professional looking to develop their skills in a fast-paced, service-oriented environment.

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