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IT Support Specialist

2 months ago

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

Job Type:

Full-time

Company Overview:

3DR Laboratories specializes in providing advanced post-processing services to numerous healthcare facilities, including hospital radiology departments and independent imaging centers. Our commitment is to deliver expert processing of medical imaging cases swiftly, often within hours, ensuring readiness for urgent situations. We operate continuously, 24/7, to meet the needs of our clients.

Position Summary:

We are seeking a dedicated Service Desk Technician to become an integral part of our IT Department at our corporate headquarters. This role is essential in supporting employees and contractors with their computer systems, hardware, and software needs. The Service Desk Technician serves as the initial point of contact for users facing technical difficulties, requiring a strong customer service orientation and problem-solving skills.

Key Responsibilities:

  • Manage incoming help desk requests through calls, emails, and alerts, ensuring timely ticket creation.
  • Address user inquiries and concerns via various communication channels.
  • Provide technical support by diagnosing and resolving issues efficiently.
  • Escalate complex problems to higher-level support when necessary.
  • Assign and monitor the status of tickets to ensure timely resolution.
  • Keep users informed about the progress of their requests, especially for prolonged issues.
  • Follow up with users to confirm resolution of their concerns.
  • Prepare and configure computers for deployment to new users.
  • Maintain and upgrade user PCs as required.
  • Organize and oversee IT assets effectively.
  • Safeguard confidential information in accordance with company policies.
  • Complete required training courses promptly, including compliance and job-specific training.
Additional Responsibilities:
  • Enhance customer service quality and user satisfaction.
  • Optimize the use of IT support resources to improve 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.
  • Basic understanding of computer systems and operating environments.
  • Fundamental troubleshooting skills and a passion for technology.
  • Familiarity with Microsoft software applications.
  • Strong communication skills with a focus on customer service.
  • Innovative mindset with a willingness to explore new solutions.
  • Ability to comprehend complex concepts and details.
  • Active listening skills with the ability to paraphrase effectively.
  • Self-motivated and proactive in taking initiative.
  • Comfortable working in a dynamic and fast-paced setting.
  • Detail-oriented and committed to delivering high-quality work.
  • Able to manage multiple tasks simultaneously to achieve objectives.
  • Physical capability to lift up to 50 pounds.
  • A valid driver's license is required.
Equal Employment Opportunity:

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