Service Desk Tech I

VCU Health•Richmond, VA

4d•Hybrid

About The Position

This is a hybrid position; on-site as needed for meetings or collaboration 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. Patient Population Not applicable to this position.

Requirements

Requires an associate degree and one (1) to two (2) years of related experience, or equivalent combination of related education and experience.
Minimum 1-2 year of related experience in IT support
Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Nice To Haves

Associate degree in information technology, Computer Science, or a related field.
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.

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.