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IT Support Specialist

2 months ago

Louisville, Kentucky, United States 3DR Labs LLC Full time
Job Overview

Company Overview:

3DR Laboratories specializes in providing post-processing solutions to numerous hospital radiology departments, independent imaging centers, and radiology practices. Our services enable rapid expert processing of medical imaging cases, often within hours or even minutes for urgent situations. We operate continuously, 24/7, ensuring that we are always available to meet our clients' needs.

Position Summary:

We are currently seeking a dedicated Service Desk Technician to enhance our IT Department at our corporate headquarters.

Role Responsibilities:

  • Manage incoming support requests through various channels including calls, emails, and alerts, ensuring timely ticket creation.
  • Address user inquiries and technical issues via phone, email, and chat, providing effective troubleshooting support.
  • Escalate complex issues to higher-level support when necessary.
  • Monitor and manage open tickets, ensuring adherence to service level agreements (SLAs) and deadlines.
  • Keep users informed about the status of their tickets, especially for prolonged resolutions, while collaborating with senior technicians to maintain service standards.
  • Follow up with users to confirm that their issues have been resolved satisfactorily.
  • Prepare and configure computers for deployment.
  • Maintain and upgrade user PCs as required.
  • Organize and oversee IT assets efficiently.
  • Safeguard confidential information in accordance with company policies.
  • Complete all required training courses promptly, including compliance and job-specific training.

Additional Responsibilities:

  • Enhance customer service experience and satisfaction.
  • Optimize the use of IT support resources to boost productivity.
  • Collaborate effectively within a team environment.
  • Manage the shipping and tracking of IT equipment, ensuring timely delivery.
  • Perform other related duties as assigned.

Qualifications:

  • High School diploma or equivalent is required.
  • Fundamental knowledge of computer systems and operating environments.
  • Basic troubleshooting abilities and a keen interest in technology.
  • Familiarity with Microsoft products.
  • Strong communication skills with a focus on customer service.
  • Creative mindset with a willingness to explore innovative solutions.
  • Ability to comprehend complex concepts and handle various tasks simultaneously.
  • Proactive and self-motivated individual.
  • Comfortable working in a dynamic environment.
  • Detail-oriented and committed to delivering quality work.
  • Physical capability to lift up to 50 pounds.
  • A valid driver's license is required.

Equal Employment Opportunity:

We are an equal opportunity employer, committed to fostering an inclusive environment free from discrimination and harassment. All applicants will be considered for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, age, veteran status, or disability status.