Digital Technician (IT Service Desk Agent)
Core
Provide first-level technical support via phone, email, and chat to resolve end-user issues for a 24/7/365 IT service desk team.
Role type
IT Service Desk Agent (Level 1 Support)
Builds
End-user support for PC/MAC, laptops, printers, mobile devices, and clinical/business applications.
Domain
Healthcare IT / Service Desk
Required skills
Active Directory management, network troubleshooting, email troubleshooting (Outlook), Windows 10/11 support, ServiceNow documentation, ITIL v3/4 foundation knowledge
Preferred skills
ITIL v3/4 foundation Certification
Technologies
ServiceNow, Microsoft Office, Outlook, Citrix, MDM, Active Directory, Windows 10/11
Responsibilities
Troubleshoot and diagnose end-user issues, document steps in ServiceNow, support PC/MAC and mobile devices, manage user accounts and groups, provide timely updates to users and management, flag knowledge articles for updates.
Seniority
Junior to Mid-level, hands-on IC