IT Service Desk Technician I — Fast-Paced Support & Growth

VCU Health

Richmond (AL)

On-site

USD 27,000 - 42,000

Full time

8 days ago

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Benefits offered by this job

Health insurance

Job summary

VCU Health is seeking an IT Service Desk Representative to provide first-level technical support for hardware, software, and network issues in a fast-paced environment. You will handle calls and emails, perform basic troubleshooting, and escalate complex problems to Level 2 while documenting resolutions and maintaining knowledge articles.

The role requires an associate degree with 1–2 years of related IT experience or an equivalent combination, and preferred IT/CS degrees.

Qualifications

Requires an associate degree and one to two years of related experience, or equivalent combination of related education and experience.
Preferred education: Associate degree in information technology, Computer Science, or related field.

Responsibilities

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, ensuring timely resolution.
Log and track incidents and service requests 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 and maintain security
Obtain and maintain relevant certifications (CompTIA A+, HDI CSR)
Perform other duties to support IT service desk efficiency