Service Desk Support Specialist

17 hours ago

Irving, Texas, United States Vaco Full time
Job Summary

Vaco is seeking a skilled Service Desk Technician to provide first-level technical support to internal end-users. The successful candidate will troubleshoot and resolve IT-related issues, manage service requests, and ensure a high level of customer satisfaction.

Key Responsibilities
  • Provide Tier I Support to End-Users via Email, Phone, and In-Person Deskside Support
  • Efficiently Diagnose and Resolve Hardware, Software, and Network Issues
  • Manage and Prioritize Service Requests and Incidents Effectively via Ticketing System
  • Document and Track Service Requests and Incidents to Ensure Timely Resolution and Follow-Up
  • Support Setup and Configuration of New Hardware and Software
  • Provide 1-on-1 End-User Issue Resolution using Remote Desktop Tools, Phone, and In-Person Deskside Support
  • Manage Assigned Tickets to Ensure Timely Issue Resolution and Focus on End-User Needs
  • Create and Maintain Documentation and Knowledgebase Articles on IT Systems, Network Diagrams, Workflow Diagrams, and Troubleshooting Procedures
  • Promptly Respond to IT Emergencies and Minimize Operational Downtime
  • Collaborate with Appropriate Teams for Escalation and Complex Issue Resolution
  • Provide Training and Support to End-Users
  • Support Clinical Technology, Including Troubleshooting and Maintaining Medical Devices and Systems
  • Support Epic (EHR) and Troubleshoot and Resolve EHR-Related Issues
Requirements
  • Service Desk Technician (2+ years) with Experience in Hardware/Software Support, Desktops, Laptops, Printers, and Mobile Devices
  • Network Support Experience with DNS, DHCP, TCP/IP, File/Print Server, Network Bottlenecks, and WAP
  • Windows Support Experience with Office, O365, M365, Active Directory, Exchange, and Windows Server
  • Ability to Create and Maintain Documentation on IT Systems, Network Diagrams, Workflow Diagrams, and Troubleshooting Procedures
Preferred Qualifications
  • Certifications such as A+, ITIL, or MCP
  • Clinical Technology Support Experience with Troubleshooting and Maintaining Medical Devices and Systems
  • EHR (Electronic Health Record) Support Experience with Troubleshooting and Resolving Epic-Related Issues

Vaco values diversity and encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, sex, religion, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics.

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