IT Service Desk I — Quick Help, Setup & Documentation

Virginia Commonwealth University Health Systems; Richmond (VA); On-site; USD 27,000 - 42,000; Full time

Job summary

Virginia Commonwealth University Health Systems in Richmond, VA is seeking an IT Service Desk Technician Level 1 to be the first point of contact for end-users. You will handle basic troubleshooting for hardware, software, and network issues, log incidents in ITSM systems, and escalate complex problems to Level 2.

The role emphasizes accurate record-keeping and knowledge base maintenance. Minimum two years of related IT support experience and an associate degree are required, with IT-related

Qualifications

• Associate degree plus 1–2 years IT support experience.
• Experience with hardware, software and network issues.
• 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 service.
• Perform basic troubleshooting and resolve common problems; escalate when needed.
• Log and track incidents using ITSM tools and maintain documentation.

Skills

Customer service

Problem solving

Communication

Education

Associate degree

IT field preferred

Tools

Microsoft ITSM

Avaya

Right Click Tools

Job description

Virginia Commonwealth University Health Systems in Richmond, VA is seeking an IT Service Desk Technician Level 1 to be the first point of contact for end-users. You will handle basic troubleshooting for hardware, software, and network issues, log incidents in ITSM systems, and escalate complex problems to Level 2.

The role emphasizes accurate record-keeping and knowledge base maintenance. Minimum two years of related IT support experience and an associate degree are required, with IT-related