IT Service Desk Tech I - First-Line Support & ITSM

VCU Health; Richmond (VA); Vor Ort; USD 27.000 - 42.000; Vollzeit

Zusammenfassung

VCU Health is hiring an IT Service Desk Tech Level 1 to be the first point of contact for end-users needing technical assistance within the health system. The role emphasizes prompt, courteous Support for hardware, software, and network issues in a fast-paced environment.

You will log incidents with ITSM tools, assist in setting up hardware and software, and escalate complex problems to Level 2 while contributing to a searchable knowledge base and adhering to IT policies.

Qualifikationen

• Requires an associate degree and 1–2 years of related experience or equivalent education/experience.
• Associate degree in information technology, Computer Science, or related field preferred.
• Licensure/Certification: N/A

Aufgaben

• 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 for timely resolution.
• Log and track incidents and service requests using ITSM tools (e.g., Microsoft, Avaya, Right Click Tools).
• Create and maintain knowledgebase articles and records of support activities and resolutions.
• Assist in setting up and configuring new hardware and software for end-users.
• Ensure compliance with IT policies and security procedures.

Kenntnisse

Technical support

Customer service

Troubleshooting

Multitasking

Ausbildung

Associate degree

IT/CS degree preferred

Tools

Microsoft

Avaya

Right Click Tools

Jobbeschreibung

VCU Health is hiring an IT Service Desk Tech Level 1 to be the first point of contact for end-users needing technical assistance within the health system. The role emphasizes prompt, courteous Support for hardware, software, and network issues in a fast-paced environment.

You will log incidents with ITSM tools, assist in setting up hardware and software, and escalate complex problems to Level 2 while contributing to a searchable knowledge base and adhering to IT policies.