Service Desk Tech I

VCU Health; Richmond (VA); On-site; USD 27,000 - 42,000; Full time

Job summary

VCU Health in Richmond, VA seeks an IT Help Desk Specialist to provide first-level technical support for hardware, software, and network issues. You will answer phone calls and emails, perform basic troubleshooting, and escalate complex problems to Level 2 support.

You will log incidents with ITSM tools such as Microsoft, Avaya, and Right Click Tools, create knowledgebase articles, assist in configuring new hardware and software, and uphold IT policies.

Qualifications

• Requires an associate degree and 1–2 years of related IT support experience.
• Experience with ITSM tools such as Microsoft, Avaya, and Right Click Tools.
• Strong communication and customer service skills.

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 incidents and service requests using ITSM tools and maintain records.

Skills

Troubleshooting

Customer service

Communication

Documentation

Multi-tasking

Education

Associate degree

CompTIA A+

HDI CSR

Tools

Microsoft ITSM tools

Avaya

Right Click Tools

Job description

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.

Minimum Qualifications

Years and Type of Required Experience

Minimum 1-2 Year Of Related Experience In IT Support

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

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

EEO Employer/Disabled/Protected Veteran