Service Desk Tech I
Core
First-level technical support for hardware, software, and network issues, handling basic troubleshooting and escalating complex problems.
Role type
Level 1 IT Service Desk Technician
Builds
IT service stability and user support for VCU Health System
Domain
Healthcare IT
Deliverable
client delivery
Required skills
hardware troubleshooting, software troubleshooting, network troubleshooting, ITSM tool usage, knowledgebase creation, phone support, email support, user setup and configuration
Preferred skills
CompTIA A+ certification, HDI CSR certification, fast-paced environment adaptability, multi-priority handling, strong recall and reasoning
Technologies
Microsoft ITSM tools, Avaya, Right Click Tools
Responsibilities
Answer phone calls and respond to emails, perform basic troubleshooting and resolve common technical problems, escalate complex issues to Level 2 support, utilize ITSM tools to log and track incidents, create and maintain knowledgebase articles, assist in setting up and configuring new hardware and software
Seniority
Entry-level, hands-on IC
