IT Service Desk: First-Line Support Technician

Virginia Commonwealth University Health; United States; On-site; USD 27,000 - 42,000; Full time

Job summary

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

Responsibilities include basic troubleshooting, escalation to Level 2, maintaining knowledge base articles, assisting with new hardware setups, and upholding IT security policies.

Qualifications

• Requires an associate degree and 1–2 years of related experience.
• Associate degree in IT, CS, or related field preferred.
• Minimum 1–2 years IT support experience.
• Demonstrates commitment to diversity, equity and inclusion.
• Ability to work in a fast-paced environment with multiple priorities and strong communication.

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.
• Utilize ITSM tools such as Microsoft, Avaya, and Right Click Tools to log and track incidents and service requests.
• Create and maintain accurate and detailed knowledgebase articles and records of support activities and resolutions for all Incidents and tasks.
• Assist in setting up and configuring new hardware and software for end-users.
• Ensure compliance with IT policies and procedures, maintaining system security and integrity.
• Obtain and maintain relevant certifications, such as CompTIA A+ and HDI Customer Service Representative (CSR).
• Perform other duties as assigned, contributing to the overall success and efficiency of the IT service desk.

Skills

Customer service

Technical support

Communication

Problem solving

Education

Associate degree

Associate degree in IT/CS

Tools

Microsoft ITSM tools

Avaya

Right Click Tools

Job description

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

Responsibilities include basic troubleshooting, escalation to Level 2, maintaining knowledge base articles, assisting with new hardware setups, and upholding IT security policies.