Help Desk Technician - Night Shift with Career Growth

WVU Medicine; Morgantown, Northern (WV, KY); Hybrid; USD 45,000 - 59,000; Full time

Job summary

WVU Medicine is seeking an IT Help Desk professional to provide first level support from the Data Center Facility in Morgantown. The role involves responding to 40+ calls per shift, troubleshooting, and escalating issues as needed, with a focus on excellent customer service.

The position requires strong communication, multi-tasking, and teamwork, with opportunities for advancement within WVU Medicine. Evening and night shifts are included, and travel to other WVUHS facilities may be required.

Qualifications

• High school diploma or equivalent with 2 years of help desk or support experience, or associate degree/certificate in a technical field, or third year of a bachelor’s program in CS/IT/business/related field.
• Internal employees must meet mandatory competencies in current role for promotion eligibility.

Responsibilities

• Provide first level IT help desk support including troubleshooting, escalation, and resolution.
• Document calls in incident management system with clear grammar and context.
• Demonstrate knowledge of desktop OS and Microsoft Directory Services; use remote access tools.
• Communicate clearly and respectfully with customers; keep them informed with updates.
• Contribute to customer service and continuous improvement; escalate when needed.
• Mentor and train peers; participate in departmental teams and cross-training.
• May travel to WVUHS facilities for implementations or training.
• Follow WVUHS policies and procedures.

Skills

Customer service

Help desk

Call center

Incident management

Documentation

Communication

Teamwork

Multi-tasking

Casual troubleshooting

Security awareness

Education

High school diploma or equivalent

Associate degree or certificate in technical field

Third year Bachelor’s in CS/IT/Business/Informatic field

Job description

WVU Medicine is seeking an IT Help Desk professional to provide first level support from the Data Center Facility in Morgantown. The role involves responding to 40+ calls per shift, troubleshooting, and escalating issues as needed, with a focus on excellent customer service.

The position requires strong communication, multi-tasking, and teamwork, with opportunities for advancement within WVU Medicine. Evening and night shifts are included, and travel to other WVUHS facilities may be required.