IT Service Desk Technician

PruittHealth; Norcross (GA); Vor Ort; USD 42.000 - 62.000; Vollzeit

Zusammenfassung

PruittHealth is seeking an IT Service Desk Technician to provide frontline support for hardware, software, and networking issues for partners and contractors. The role involves handling incidents via the Service Desk Portal, phone, or in-person interactions, documenting issues, and ensuring timely resolution.

The technician will work in a fast-paced environment, troubleshoot across Windows, Citrix, and various end-user devices, and escalate complex problems to higher tiers when needed.

Qualifikationen

• Bachelor’s Degree Required.
• Two to Five years of experience supporting end user devices (PCs, tablets, thin clients, printers, faxes) in Windows and Citrix environments.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office 365.
• Strong knowledge of Windows Operating System and Internet applications.
• Experience with WYSE, Microsoft and Apple end user device systems.
• Hands-on hardware troubleshooting experience.

Aufgaben

• Provide frontline IT support to PruittHealth partners and contractors.
• Triage, document, and resolve incidents and service requests.
• Troubleshoot to resolve reported issues or initiate escalation as needed.
• Maintain records of issues and interactions in the Service Desk portal.
• Escalate complex issues to next support tier as required.
• Assist with hardware/software installations and repairs.
• Follow up with customers to ensure issue resolution.

Kenntnisse

Ticket management

Customer communication

Documentation

Troubleshooting

Escalation to Tier 2/3

Hardware/software installation

Follow-up & closure

Active Directory

Exchange

Network printers

CITRIX

Thin clients

Windows Embedded clients

Laptops/iOS devices support

Service desk best practices

Ausbildung

Bachelor's Degree

Tools

Active Directory

Exchange

Network Printers

CITRIX

Wyse

Windows Embedded Clients

Thin Client Technologies

Office 365

Jobbeschreibung

Job Description - IT Service Desk Technician (2613889)

IT Service Desk Technician - 2613889

Description

JOB PURPOSE:

The IT Service Desk Technician’s role provides technical support to all PruittHealth partners and PruittHealth Contractors facing problems related to hardware, software, and networking. They are responsible for troubleshooting problems faced by PruittHealth partner’s PCs, laptops, and mobile phones by identifying issues, documenting and analyzing them.

The IT Service Desk Technicians receive trouble tickets (Incidents or Service Requests) raised by PruittHealth partners through our Service Desk Portal, telephones or in-person, as they are the single point-of-contact for all PruittHealth Partners to report IT Related issues.

KNOWLEDGE, SKILLS, & ABILITIES:

• Manage Service Desk tickets in a timely manner
• Respond to customer issues via phone, service portal and walk in requests
• Document all partners IT issues and interactions
• Troubleshoot to resolve all partners reported issues or service requests
• Escalate issues to the next Tier with next level of difficulty
• Install, make changes and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved
• Handle any Incidents or Service Requests assigned by their IT Service Desk Manager or Executive Director
• Proficient utilizing Active Directory, Exchange and troubleshooting of Network Printers
• Knowledge, understanding and troubleshooting of CITRIX, Thin Clients and Windows Embedded Clients
• Knowledge, understanding and troubleshooting of, Laptops, iPhones and iPads
• Strong Service Desk Best Practices, working on a fast pace technical support call center environment.

Qualifications

EXPERIENCE and QUALIFCATIONS REQUIREMENTS:

• Bachelor’s Degree Required
• Two to Five years of experience supporting end user devices PC’s, tablet PC, Thin Client devices, printers, faxes in a Windows and Citrix environment.
• Excellent verbal and written communication skills
• Proficiency with Microsoft Office 365
• Windows Operating System and Internet Applications
• Thin Client Devices
• Working technical knowledge of current thin client technologies and standards.
• Excellent hardware troubleshooting experience.
• Strong, hands-on technical knowledge of WYSE, Microsoft and Apple end user device systems

Family Makes Us Stronger.

As an Equal Employment Opportunity employer, all qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, or veteran status.

For Florida Job Postings Only:

For more information regarding Florida’s Care Provider Background Screening Clearinghouse Education and Awareness, please visit https://info.flclearinghouse.com