Onsite IT Service Desk Expert

rrhs; United States; On-site; USD 33,000 - 40,000; Full time

Job summary

Rochester Regional Health is seeking an IT Service Desk Technician to be the first contact for internal customers, delivering timely technical support via in-person, phone, and email. The role emphasizes high first-contact resolution and escalation when needed to maintain a positive user experience.

The position requires 1+ years IT experience and an Associates Degree in IT preferred, with strong customer service, communication, and troubleshooting skills in a fast-paced, onsite environment in

Qualifications

• 1+ years' experience within IT field, preferable in person help desk role.
• Associates Degree in IT field.
• Ability to work independently in a fast paced environment.
• Good customer service skills.
• Well organized with the ability to multi -task and prioritize workload.
• Good verbal and written communication with the ability to explain technical problems in a customer friendly language.
• Ability to demonstrate basic and effective troubleshooting skills with hardware and software applications.
• Basic experience with Microsoft Office.
• Experience with basic network tools.
• Ability to stay calm under fast pace and high pressure work environment.

Responsibilities

• Provides technical support via in person, over the phone or electronic chat/email to end users.
• Resolve end-user IT issues and requests proficiently and effectively.
• Influence creative solutions to maximize the efficiency of technology within ACM/Drugscan/DSI.
• Work with technical and engineering teams to translate technical customer problems and needs into a better product and support experience.
• Troubleshoot technical issues concerning the products and services offered to all members of the ACM/Drugscan/DSI organization.
• Resolve Tier 1 technical issues.
• Manages incident tickets within the Incident Management guidelines and procedures.
• Ensures proper ticket routing and escalation to the appropriate IT team member.
• Provides quality, timely and accurate end to end support and communication of any issues within area of responsibility.
• Maintain Asset Tracking Database.
• Participate in IT on-call rotation.
• Performs other duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Multitasking

Troubleshooting

Education

Associates Degree in IT

Tools

Microsoft Office

Job description

Rochester Regional Health is seeking an IT Service Desk Technician to be the first contact for internal customers, delivering timely technical support via in-person, phone, and email. The role emphasizes high first-contact resolution and escalation when needed to maintain a positive user experience.

The position requires 1+ years IT experience and an Associates Degree in IT preferred, with strong customer service, communication, and troubleshooting skills in a fast-paced, onsite environment in