IT Service Desk Professional I

iSpace, Inc; Malvern (Chester County); Remote; USD 40,000 - 55,000; Part time

Job summary

A tech support company is seeking an IT Service Desk Professional I to provide remote support. This role involves diagnosing and solving IT issues, logging troubleshooting steps, and ensuring customer satisfaction. Candidates should have experience in IT support, excellent customer service skills, and a commitment to service excellence. The position requires a high school diploma or equivalent and offers a flexible work schedule.

Qualifications

• Must have six months of related IT experience.
• Demonstrated ability to diagnose and troubleshoot Microsoft products required.
• Commitment to service excellence in interactions with clients.

Responsibilities

• Diagnose and solve computer-related issues over the phone.
• Log troubleshooting steps and solutions taken.
• Provide on-call support during non-business hours.

Skills

Related IT experience

Knowledge of troubleshooting procedures

Customer service skills

Excellent documentation skills

Education

HS diploma/GED

One-year certificate from college or technical school

Job description

Job Title: IT Service Desk Professional I

Location: Malvern, PA

Duration: 6 Plus Months Contract REMOTE

We need the Teammate in this position to solve IT problems in a timely manner, document known issues and solutions, work with project teams to gather product and process knowledge and escalate (when necessary) to minimize computer downtime for client teammates, partners, and customers. This is an over-the-phone, IT Technical Support position that includes, but is not limited to, supporting desktop applications and programs, network troubleshooting, and clinical application support.

Responsibilities:

• Using basic IT Knowledge and problem-solving skills, ask the appropriate probing questions to determine, diagnose and solve computer-related issues
• Using IT tools and expertise, apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner
• Provide maximum customer service and issue ownership
• Provide on-call support as scheduled during non-business hours
• Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
• When necessary, escalate incidents to the appropriate next level support team
• Communicate with customers, provide status updates and follow-up to ensure satisfaction
• Communicate trends and undocumented issues to supervisor, Floor Coach, NOC, and other IT teams as necessary
• Complete additional tasks and projects assigned by Service Desk leadership

Skills:

• Six months of related experience
• A combination of experience and/or technical certifications may be considered in lieu of the educational requirements
• Knowledge of computer, printer, and network troubleshooting and installation procedures
• Demonstrated ability to diagnose and troubleshoot Microsoft products
• Demonstrated ability to solve issues with healthcare/clinical applications
• Commitment to client's values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in everyday performance and interactions
• Demonstrated ability to work in a team environment as well as independently
• Superior customer service skills and phone etiquette
• Excellent documentation skills
• Ability to work evening, weekend, and holiday coverage as needed and scheduled
• Ability to travel up to 5%

Education:

• Min of HS diploma/GED and One-year certificate from college or technical school or at least 1 year customer service-related experience and/or training or equivalent combination of education and experience