IT Service Desk Tech I — First-Line Support & Knowledgebase

vcuhealth; Richmond (VA); On-site; USD 28,000 - 43,000; Full time

Job summary

VCU Health System is seeking an IT Service Desk Tech Level 1 to be the first point of contact for end-user technical issues in Richmond, VA. You will provide prompt, friendly support, log incidents in ITSM systems, and help resolve hardware, software, and network problems.

You will escalate complex issues to Level 2, assist with new hardware setups, and pursue certifications like CompTIA A+ and HDI CSR to support security and efficiency.

Qualifications

• Requires an associate degree and 1-2 years of related IT support experience.
• Preferred associate degree in information technology or a related field.
• Licensure/certification preferred or required as noted in role.

Responsibilities

• Provide first-level support for hardware, software, and network issues.
• Answer calls and emails with prompt, courteous service.
• Perform basic troubleshooting and resolve common problems.
• Escalate complex issues to Level 2 with timely resolution.
• Log and track incidents using ITSM tools such as Microsoft, Avaya, and Right Click Tools.
• Create knowledgebase articles and document resolutions for incidents and tasks.
• Assist in setting up and configuring new hardware and software for end-users.
• Ensure compliance with IT policies and procedures, maintaining security and integrity.
• Pursue relevant certifications such as CompTIA A+ and HDI CSR.
• Perform other duties as assigned.

Skills

Customer service

Communication

Troubleshooting

Phone support

Documentation

Teamwork

Education

Associate degree or equivalent experience

Information technology degree preferred

Tools

Microsoft

Avaya

Right Click Tools

Job description

VCU Health System is seeking an IT Service Desk Tech Level 1 to be the first point of contact for end-user technical issues in Richmond, VA. You will provide prompt, friendly support, log incidents in ITSM systems, and help resolve hardware, software, and network problems.

You will escalate complex issues to Level 2, assist with new hardware setups, and pursue certifications like CompTIA A+ and HDI CSR to support security and efficiency.