IT Service Desk Technician I
2 weeks ago
Gravity IT Resources is seeking a skilled Level 1 Service Desk Technician that provides quality and rapid 24x7 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.
Education
- Required: High School diploma or equivalent
- Preferred: Associates degree in IT related field
Licensure/Certification
- Required: CompTIA A+ or equivalent, within 1 year of hire.
- Preferred: HDI-CSR or equivalent
Experience
- 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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