IT Service Desk Technician/Technical Support

Prosum; Pomona (CA); On-site; USD 34,000 - 48,000; Full time

Job summary

Prosum is seeking a customer-focused IT professional to provide technical support for network, software, and hardware issues across the hospital environment. You will be a key contact for users, delivering responsive troubleshooting, ticket management, documentation, and ongoing system monitoring.

Responsibilities include handling inquiries, supporting both in-person and phone users, and maintaining detailed tickets and logs while following IT processes and escalation protocols to ensure

Qualifications

• Strong customer service and communication skills.
• Ability to troubleshoot hardware, software, and network-related issues.
• Experience working with a ticketing/service desk system.
• Strong attention to detail and documentation skills.
• Ability to follow established processes and escalation procedures.
• Ability to work effectively in a 24/7 hospital or healthcare environment.

Responsibilities

• Respond to customer inquiries and technical support requests related to network, software, and hardware.
• Answer support calls through the automated phone system and assist walk-in users in a courteous and professional manner.
• Create, troubleshoot, update, and close tickets while ensuring all activity is accurately documented in the ticketing system.
• Follow established IT processes, procedures, and escalation protocols.
• Provide high-quality customer service and technical support to users throughout the hospital.
• Maintain daily operational logs and complete mobile maintenance updates and data center checks.
• Monitor department interfaces and computer systems in real time to help maintain 24/7 system availability and uptime.
• Research technical issues using available knowledge bases, documentation, and information resources.
• Quickly learn and adapt to new systems, applications, processes, and technologies.
• Escalate issues appropriately when they cannot be resolved at the service desk level.
• Maintain clear and professional written and verbal communication with users, team members, and other departments.
• Perform other IT support duties and special projects as assigned.

Skills

Customer service

Troubleshooting

Networking

Ticketing system

Documentation

Communication

Healthcare IT

Learning agility

Tools

Ticketing system

Job description

We are seeking a customer-focused IT professional to provide technical support for network, software, and hardware issues across the hospital environment. This role serves as a key point of contact for internal and external users, providing responsive troubleshooting, ticket management, documentation, and ongoing system monitoring.

Key Responsibilities

• Respond to customer inquiries and technical support requests related to network, software, and hardware.
• Answer support calls through the automated phone system and assist walk-in users in a courteous and professional manner.
• Create, troubleshoot, update, and close tickets while ensuring all activity is accurately documented in the ticketing system.
• Follow established IT processes, procedures, and escalation protocols.
• Provide high-quality customer service and technical support to users throughout the hospital.
• Maintain daily operational logs and complete mobile maintenance updates and data center checks.
• Monitor department interfaces and computer systems in real time to help maintain 24/7 system availability and uptime.
• Research technical issues using available knowledge bases, documentation, and information resources.
• Quickly learn and adapt to new systems, applications, processes, and technologies.
• Escalate issues appropriately when they cannot be resolved at the service desk level.
• Maintain clear and professional written and verbal communication with users, team members, and other departments.
• Perform other IT support duties and special projects as assigned.

Qualifications

• Strong customer service and communication skills.
• Ability to troubleshoot hardware, software, and network-related issues.
• Experience working with a ticketing/service desk system.
• Strong attention to detail and documentation skills.
• Ability to follow established processes and escalation procedures.
• Ability to work effectively in a 24/7 hospital or healthcare environment.
• Comfortable working independently while knowing when to escalate issues.
• Strong ability to learn new technologies and adapt to changing priorities.