IT Service Desk Technician: Customer-Focused Support

Parrish Medical Center; Titusville (FL); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Health, Dental and Vision Insurance

403(b) Retirement Program

Tuition Reimbursement

EAP

Flex Spending

Job summary

Parrish Medical Center in Titusville, FL is seeking a Service Desk Technician to be the primary point of contact for end-user IT support, following established service desk procedures and maintaining knowledge base articles.

The role involves diagnosing hardware and software issues on desktops, laptops, printers, and mobile devices, installing and configuring systems, and educating users on best practices; full-time 40 hours/week with potential remote responses as needed.

Qualifications

• High School diploma or GED required.
• 1 year to < 2 years work experience.
• AHCA fingerprint clearance required.
• Valid Driver License with no incidents in the last 3 years.
• Within one year of employment: CompTIA A+, Network+, Server+, or Security+.

Responsibilities

• Follow service desk procedures, create knowledge base articles, and apply documented standards for consistent and efficient problem-solving.
• Ability to craft non-standardized approaches when standards cannot be applied.
• Stay current with emerging technologies and trends in the IT industry.
• Respond to incoming service requests via phone, email, or in-person, providing prompt and efficient resolutions.
• Serve as an entry point for resolving technical issues, working closely with other IT teams to facilitate timely resolution.
• Educate end-users to operate hardware/software effectively and in line with industry best practices.
• Diagnose and resolve hardware and software issues, including but not limited to desktops, laptops, printers, mobile devices, and operating systems.
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Evaluate software and hardware functionality in relation to user needs.
• Create and update technical documentation, including user guides, knowledge base articles, and FAQs.
• Train users on software and hardware on-site or in classroom training.
• Collaborate with other IT teams to ensure seamless integration and coordination of service desk activities with broader IT initiatives.
• Foster a customer-centric culture within the service desk team, promoting excellent customer service and effective communication.
• Conduct office automation feasibility studies, including workflow analysis, and suggest performance improvement initiatives to reduce time to resolution.
• Provide feedback to Service Desk Lead regarding over/under allocation of resources.

Education

High School diploma or GED

Job description

Parrish Medical Center in Titusville, FL is seeking a Service Desk Technician to be the primary point of contact for end-user IT support, following established service desk procedures and maintaining knowledge base articles.

The role involves diagnosing hardware and software issues on desktops, laptops, printers, and mobile devices, installing and configuring systems, and educating users on best practices; full-time 40 hours/week with potential remote responses as needed.