IT Support Desk Pro: End-User Troubleshooter

PruittHealth; Norcross (GA); On-site; USD 42,000 - 62,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

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

Education

Bachelor's Degree

Tools

Active Directory

Exchange

Network Printers

CITRIX

Wyse

Windows Embedded Clients

Thin Client Technologies

Office 365

Job description

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.