IT Help Desk Specialist - Tier I Support

(PACS) Providence Administrative Consulting Services, Inc.; United States; On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Health Coverage

PTO & Holidays

401(k) Plan

Job summary

PACS, Providence Administrative Consulting Services, Inc., is seeking an IT Support Tier I professional to be the first point of contact for technology requests. You will document issues, perform basic troubleshooting, and escalate as needed to Tier II while maintaining high-quality ticket records.

You will support clinicians and facility staff, using ServiceNow and Microsoft 365 tools, with a focus on rapid resolution and excellent customer service in a healthcare setting.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• 0–3 years of experience in Help Desk, Service Desk, or related role.
• Experience with ticketing systems or customer service platforms; healthcare support a plus.

Responsibilities

• Serve as the first point of contact for all incoming technology support requests via phone, ticketing, email, and other channels.
• Provide friendly, professional, customer-focused support during every interaction.
• Gather relevant information, identify the nature of issues, and document requests accurately.
• Set clear expectations regarding troubleshooting, escalation, and resolution timelines.
• Maintain composure when assisting frustrated or non-technical users.
• Perform initial troubleshooting using documented procedures and knowledge articles.
• Escalate issues requiring advanced troubleshooting or elevated permissions.
• Maintain accurate ticket documentation within ServiceNow or other ITSM platforms.
• Collaborate with Tier II/III and other service teams to ensure smooth ticket transitions.

Skills

Customer service

Communication

Ticketing systems

First-call resolution

Attention to detail

Microsoft 365 basics

Outlook & Teams

Windows/macOS login issues

Networking basics

Education

High school diploma or equivalent

Associate degree in IT or related field preferred

Tools

ServiceNow

Ticketing systems

Job description

PACS, Providence Administrative Consulting Services, Inc., is seeking an IT Support Tier I professional to be the first point of contact for technology requests. You will document issues, perform basic troubleshooting, and escalate as needed to Tier II while maintaining high-quality ticket records.

You will support clinicians and facility staff, using ServiceNow and Microsoft 365 tools, with a focus on rapid resolution and excellent customer service in a healthcare setting.