Helpdesk Technician I - IT Service Desk Support

VCU Health; Richmond (VA); On-site; USD 27,000 - 42,000; Full time

Job summary

VCU Health is seeking an IT Service Desk Tech Level 1 in Richmond, VA to be the first point of contact for end-user technical issues. You will provide prompt, courteous support for hardware, software, and network problems, log incidents in ITSM tools, and escalate complex cases to Level 2.

Responsibilities include setting up new hardware/software, creating knowledgebase articles, and ensuring adherence to IT policies.

Qualifications

• Requires an associate degree and 1–2 years of related IT support experience.
• Preferred: associate degree in information technology or computer science.
• CompTIA A+ certification preferred.

Responsibilities

• Provide first-level technical support for hardware, software, and network issues.
• Answer phone calls and respond to emails, ensuring prompt and courteous service.
• Perform basic troubleshooting and resolve common technical problems.
• Escalate complex issues to Level 2 support, ensuring timely resolution.
• Log and track incidents and service requests using ITSM tools.
• Create and maintain knowledgebase articles and records of support activities.
• Assist in setting up and configuring new hardware and software for end-users.
• Ensure compliance with IT policies and procedures.

Skills

Customer support

Technical troubleshooting

Phone/email support

Escalation to Level 2

ITSM tools

Knowledgebase

Hardware setup

Policy compliance

CompTIA A+

Education

Associate degree in IT/CS

Equivalent education/experience

Tools

ITSM tools

Avaya

Right Click Tools

Job description

VCU Health is seeking an IT Service Desk Tech Level 1 in Richmond, VA to be the first point of contact for end-user technical issues. You will provide prompt, courteous support for hardware, software, and network problems, log incidents in ITSM tools, and escalate complex cases to Level 2.

Responsibilities include setting up new hardware/software, creating knowledgebase articles, and ensuring adherence to IT policies.