IT Service Desk Technician I

To Apply for this Job Click Here

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:

• Deliver Level I technical support, including diagnosing and resolving hardware, software, and networking issues.

• Provide clear, step-by-step instructions to end-users on technical problems.

• Support remote users through remote troubleshooting tools.

• Escalate unresolved issues to higher-tier support.

• Create and document incidents for each support interaction, ensuring accurate contact info, issue details, and resolution steps.

• Assist with onboarding tasks such as account setup, hardware provisioning, and software configuration.

• Manage user access requests and accounts for designated systems.

• Provide technical support to patients accessing the organization’s patient portal.

• Maintain and manage service desk tickets and queues within SLA parameters.

• Utilize and update internal knowledge base resources to assist with ticket resolution.

• Meet key performance metrics, including First-Level Resolution (FLR), call handling, and customer satisfaction.

• Other duties as assigned.

Qualifications:

Education:

• Required: High school diploma or GED (or higher degree if hired after October 1, 2024).

• Preferred: Associate degree in an IT-related field.

Certifications:

• Required: CompTIA A+ (or equivalent) within one year of hire.

• Preferred: HDI-CSR or equivalent.

Experience:

• Required: At least one year of customer service experience or completion of a Service Desk rotation in an IT apprentice program.

• Preferred: Service Desk experience in a healthcare setting.

Skills & Abilities:

• Proficiency in supporting Windows OS, Active Directory, Exchange, Microsoft Office, MacOS.

• Basic troubleshooting of multi-function devices (printers, scanners, etc.).

• Familiarity with iOS and Android device support using mobile device management tools.

• Basic networking knowledge (TCP/IP, wireless, VoIP).

• Knowledge of web programming and SQL Server is a plus.

• Strong communication, multitasking, and problem-solving skills.

• Ability to work independently and within a team.

• High level of professionalism and customer service orientation.

To Apply for this Job Click Here