Service Desk Tech I

vcuhealth; Richmond (VA); On-site; USD 28,000 - 43,000; Full time

Job summary

VCU Health System is seeking an IT Service Desk Tech Level 1 to be the first point of contact for end-user technical issues in Richmond, VA. You will provide prompt, friendly support, log incidents in ITSM systems, and help resolve hardware, software, and network problems.

You will escalate complex issues to Level 2, assist with new hardware setups, and pursue certifications like CompTIA A+ and HDI CSR to support security and efficiency.

Qualifications

• Requires an associate degree and 1-2 years of related IT support experience.
• Preferred associate degree in information technology or a related field.
• Licensure/certification preferred or required as noted in role.

Responsibilities

• Provide first-level support for hardware, software, and network issues.
• Answer calls and emails with prompt, courteous service.
• Perform basic troubleshooting and resolve common problems.
• Escalate complex issues to Level 2 with timely resolution.
• Log and track incidents using ITSM tools such as Microsoft, Avaya, and Right Click Tools.
• Create knowledgebase articles and document resolutions for incidents and tasks.
• Assist in setting up and configuring new hardware and software for end-users.
• Ensure compliance with IT policies and procedures, maintaining security and integrity.
• Pursue relevant certifications such as CompTIA A+ and HDI CSR.
• Perform other duties as assigned.

Skills

Customer service

Communication

Troubleshooting

Phone support

Documentation

Teamwork

Education

Associate degree or equivalent experience

Information technology degree preferred

Tools

Microsoft

Avaya

Right Click Tools

Job description

An IT Service Desk Tech Level 1 is the first point of contact for technical support within VCU Health System. The primary responsibility is to provide prompt and effective assistance to end-users experiencing technical issues. This is accomplished through the handling of basic troubleshooting tasks, resolving common technical problems, and escalating more complex issues to Level 2 support. This role is crucial in ensuring a positive user experience and maintaining the smooth operation of IT services. Additionally, you will use ITSM tools to log and track incidents and service requests and create knowledgebase article for issue resolution.

Essential Job Statements

• 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.
• Utilize ITSM tools such as Microsoft, Avaya, and Right Click Tools to log and track incidents and service requests.
• Create and maintain accurate and detailed knowledgebase articles and records of support activities and resolutions for all Incidents and tasks
• Assist in setting up and configuring new hardware and software for end-users.
• Ensure compliance with IT policies and procedures, maintaining system security and integrity.
• Obtain and maintain relevant certifications, such as CompTIA A+ and HDI Customer Service Representative (CSR).
• Perform other duties as assigned, contributing to the overall success and efficiency of the IT service desk.

Patient Population

Not applicable to this position.

Employment Qualifications

Required Education: Requires an associate degree and one (1) to two (2) years of related experience, or equivalent combination of related education and experience.

Preferred Education: Associate degree in information technology, Computer Science, or a related field.

Licensure/Certification Required: N/A

Licensure/Certification Preferred: N/A

Minimum Qualifications

Years and Type of RequiredExperience

Minimum1-2 yearof related experience in IT support

OtherKnowledge,SkillsandAbilitiesRequiredN/A

Cultural Responsiveness

Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Other Knowledge, Skills and Abilities Preferred

• Ability to work in a fast-paced environment, handling multiple priorities, adapt to frequent change, and intense customer interactions.
• Has strong recall, reasoning, and problem-solving skills.
• Can hear and speak clearly as well as write legibly.

Working Conditions

• Periods of high stress and fluctuating workloads may occur.
• Required to car travel to off-site locations, occasionally in adverse weather conditions.
• May have periods of constant interruptions.
• Prolonged periods of working alone.

Physical Requirements

Physical Demands: Lifting/ Carrying (0-50 lbs.)

Work Position: Sitting

Additional Physical Requirements/ Hazards

Physical Requirements: Manual dexterity (eye/hand coordination), Perform shift work, Hear alarms/telephone/tape recorder, Repetitive arm/hand movements, Color Vision

Hazards:

Mental/Sensory - Emotional

Mental / Sensory: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking

Emotional:

Compensation Range

Compensation Range $19.87 - $30.79 Actual salary offers will be based on several key factors to include relevant work experience, credentials, and qualifications.

EEO Employer/Disabled/Protected Veteran