IT Service Desk Associate I - Fast-Paced Support Hero

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

Job summary

VCU Health in Richmond, VA seeks an IT Help Desk Specialist to provide first-level technical support for hardware, software, and network issues. You will answer phone calls and emails, perform basic troubleshooting, and escalate complex problems to Level 2 support.

You will log incidents with ITSM tools such as Microsoft, Avaya, and Right Click Tools, create knowledgebase articles, assist in configuring new hardware and software, and uphold IT policies.

Qualifications

• Requires an associate degree and 1–2 years of related IT support experience.
• Experience with ITSM tools such as Microsoft, Avaya, and Right Click Tools.
• Strong communication and customer service skills.

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 incidents and service requests using ITSM tools and maintain records.

Skills

Troubleshooting

Customer service

Communication

Documentation

Multi-tasking

Education

Associate degree

CompTIA A+

HDI CSR

Tools

Microsoft ITSM tools

Avaya

Right Click Tools

Job description

VCU Health in Richmond, VA seeks an IT Help Desk Specialist to provide first-level technical support for hardware, software, and network issues. You will answer phone calls and emails, perform basic troubleshooting, and escalate complex problems to Level 2 support.

You will log incidents with ITSM tools such as Microsoft, Avaya, and Right Click Tools, create knowledgebase articles, assist in configuring new hardware and software, and uphold IT policies.