IT Service Desk Specialist I

Virginia Commonwealth University Health; United States; Vor Ort; USD 27.000 - 42.000; Vollzeit

Zusammenfassung

Virginia Commonwealth University Health is seeking an IT Service Desk Tech Level 1 to provide first-level support for hardware, software, and network issues. You will answer calls and emails, perform basic troubleshooting, and escalate complex problems to Level 2 while using ITSM tools to log incidents.

The role emphasizes documentation through knowledgebase articles and contributing to secure IT operations.

Qualifikationen

• Requires an associate degree and 1–2 years of IT support experience.
• Preferred education: associate degree in information technology, computer science, or related field.
• Licensure/Certification Preferred: CompTIA A+ and HDI CSR.

Aufgaben

• Provide first-level technical support for hardware, software, and network issues.
• Answer phone calls and respond to emails for timely service.
• Perform basic troubleshooting and resolve common problems.
• Escalate complex issues to Level 2 support.
• Log and track incidents using ITSM tools (Microsoft, Avaya, Right Click Tools).
• Create and maintain knowledgebase articles and records of support activities.
• Assist in setting up and configuring new hardware and software for end-users.
• Ensure compliance with IT policies and procedures; maintain system security and integrity.
• Develop and maintain accurate documentation for resolved issues.

Kenntnisse

Phone support

Email support

Troubleshooting

ITSM tools

Escalation to Level 2

Knowledgebase

Hardware setup

Software setup

Networking

Ausbildung

Associate degree in information technology

CompTIA A+

HDI CSR

Tools

Microsoft

Avaya

Right Click Tools

Jobbeschreibung

Virginia Commonwealth University Health is seeking an IT Service Desk Tech Level 1 to provide first-level support for hardware, software, and network issues. You will answer calls and emails, perform basic troubleshooting, and escalate complex problems to Level 2 while using ITSM tools to log incidents.

The role emphasizes documentation through knowledgebase articles and contributing to secure IT operations.