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
