IT Service Desk Professional

IT Service Desk Professional

Provide frontline IT support by diagnosing and resolving hardware, software, and network issues using basic IT knowledge and troubleshooting skills. Deliver first-contact resolution for most incidents while ensuring excellent customer service and issue ownership.

Key Responsibilities

• Troubleshoot computer, printer, network, and Microsoft product issues

• Support healthcare/clinical applications

• Log incidents, document solutions, and maintain knowledgebase updates

• Escalate complex issues to appropriate support teams

• Communicate status updates and ensure customer satisfaction

• Provide on-call support, including evenings/weekends as scheduled

• Identify trends and report recurring issues

• Assist with additional Service Desk projects as needed

Required Skills & Experience

• 3+ years of IT support or related experience (or certifications in lieu of education)

• Knowledge of IT troubleshooting and installations

• Strong customer service and phone etiquette

• Excellent documentation and communication skills

• Ability to work independently and in team environments

• Flexibility for off-hours coverage