Service Desk Tech I

Virginia Commonwealth University Health; United States; On-site; USD 27,000 - 42,000; Full time

Job summary

VCU Health is seeking an IT Service Desk Tech Level 1 to be the first point of contact for end-user technical issues. You will provide prompt, courteous support for hardware, software, and network problems and log incidents using ITSM tools.

Responsibilities include basic troubleshooting, escalation to Level 2, maintaining knowledge base articles, assisting with new hardware setups, and upholding IT security policies.

Qualifications

• Requires an associate degree and 1–2 years of related experience.
• Associate degree in IT, CS, or related field preferred.
• Minimum 1–2 years IT support experience.
• Demonstrates commitment to diversity, equity and inclusion.
• Ability to work in a fast-paced environment with multiple priorities and strong communication.

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.
• 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.

Skills

Customer service

Technical support

Communication

Problem solving

Education

Associate degree

Associate degree in IT/CS

Tools

Microsoft ITSM tools

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.

Employment Qualifications

• 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 Required Experience: Minimum 1-2 year of related experience in IT support.
• Other Knowledge, Skills and Abilities Required: N/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

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

Who We Are

Inventing better care, day by day by discovery. Sound outrageous? It absolutely is. Sound impossible? That’s never stopped us before. Sound like hard work, intense research, collaboration with experts around the world, sheer brainpower meets unrelenting willpower? That’s. Exactly. Right. We’ll do whatever it takes to offer the best in care and empower the best in quality of life. And it’s an approach that works — whether it’s a patient who undergoes a new, life‑saving procedure or a clinical researcher who finds promise in a new cancer treatment, exciting new medicine is happening at VCU Health.

We have it all:

• One college and four health sciences schools
• An academic medical center
• A Level I trauma center
• One of only two NCI-designated cancer centers in Virginia
• The region’s only full-service children’s hospital
• More than 800 physicians in 200 specialties
• With a community health center, dedicated research teams, facilities and valued partners in every field

Our medical teams are top notch. And we’re not too shy to boast of internationally known physicians, some recognized as the best in the country, top-ranked local specialists and all-around all-stars at every level. From our very first years to our most recent advancements, we are driven to learn more, dig deeper, teach passionately and never rest in order to be a true leader in discovering what’s possible in health and recovery. We are a comprehensive system of care and a pioneer of health. Read VCU Health Year In Review for more about our accomplishments.