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Job Title: IT Service Desk Technician I
Location: Palm Springs, CA
Type: Direct Hire
Overview:
We are seeking a reliable and customer-focused IT Service Desk Technician I to provide high-quality, 24/7 technical support for a healthcare workforce, affiliates, and patients. The ideal candidate will assist users with basic IT issues, troubleshoot hardware/software problems, and escalate complex concerns to senior technicians when needed.
Key Responsibilities:
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Deliver Level I technical support, including diagnosing and resolving hardware, software, and networking issues.
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Provide clear, step-by-step instructions to end-users on technical problems.
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Support remote users through remote troubleshooting tools.
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Escalate unresolved issues to higher-tier support.
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Create and document incidents for each support interaction, ensuring accurate contact info, issue details, and resolution steps.
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Assist with onboarding tasks such as account setup, hardware provisioning, and software configuration.
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Manage user access requests and accounts for designated systems.
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Provide technical support to patients accessing the organization’s patient portal.
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Maintain and manage service desk tickets and queues within SLA parameters.
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Utilize and update internal knowledge base resources to assist with ticket resolution.
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Meet key performance metrics, including First-Level Resolution (FLR), call handling, and customer satisfaction.
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Other duties as assigned.
Qualifications:
Education:
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Required: High school diploma or GED (or higher degree if hired after October 1, 2024).
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Preferred: Associate degree in an IT-related field.
Certifications:
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Required: CompTIA A+ (or equivalent) within one year of hire.
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Preferred: HDI-CSR or equivalent.
Experience:
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Required: At least one year of customer service experience or completion of a Service Desk rotation in an IT apprentice program.
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Preferred: Service Desk experience in a healthcare setting.
Skills & Abilities:
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Proficiency in supporting Windows OS, Active Directory, Exchange, Microsoft Office, MacOS.
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Basic troubleshooting of multi-function devices (printers, scanners, etc.).
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Familiarity with iOS and Android device support using mobile device management tools.
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Basic networking knowledge (TCP/IP, wireless, VoIP).
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Knowledge of web programming and SQL Server is a plus.
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Strong communication, multitasking, and problem-solving skills.
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Ability to work independently and within a team.
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High level of professionalism and customer service orientation.