IT Service Desktop Technician I

About the position

The position involves providing comprehensive IT support and services to customers, including handling calls, emails, and walk-up requests. The role requires thorough documentation of all interactions and issues, ensuring timely resolution in accordance with service level targets. The technician will also be responsible for the installation and support of various hardware and software, including computers, mobile devices, and network equipment. Additionally, the role includes user account management, provisioning IT resources for new hires, and maintaining skills as technology evolves.

Responsibilities

• Work with customers for all calls, emails, and walk-up requests; document all pertinent information accurately.
• Provide installation and support services for all hardware and software, including Windows and Macintosh computers, mobile devices, and network equipment.
• Set up, install, and troubleshoot supported computer platforms and software applications.
• Create, maintain, and disable user accounts and groups across various systems.
• Provision IT resources for new hires and assist with onboarding and off-boarding processes.
• Fully document all relevant information in a timely fashion and resolve incidents and requests within service desk time parameters.
• Maintain skills as technology evolves and as the organization expands its service offerings.
• Install, test, repair, and upgrade network cabling and connectors infrastructure.

Requirements

• High School Diploma required.
• 6 months or more experience in desktop, mobile computing, and/or network support.
• Strong knowledge and experience of network server installation/maintenance and microcomputer hardware/software support.

Nice-to-haves

• Bachelor's degree in MIS, CS, or related field preferred.
• CompTIA A+, CompTIA Network+, CompTIA Security+, CCENT, MCSA, ITIL V3 Foundations, VCA, and HDI-CSR certifications preferred.
• Experience with supporting two or more data or voice networking products.
• Data center and server management experience preferred.
• Healthcare experience preferred.