IT Service Desk Specialist (on-site)
IT Service Desk Specialist Position Summary: IT Service Desk Specialist is a motivated and customer-centric member of our dynamic team who will be the first point of contact for internal and external clients experiencing technical issues or requesting IT assistance. The IT Service Desk Specialist will play a critical role in ensuring user satisfaction by promptly resolving basic problems, documenting incident details, and escalating complex issues to the appropriate team.
IT Service Desk Essential Responsibilities
• Act as the initial point of contact for all technology-related inquiries via phone, email, chat, and ticketing system.
• Provide exceptional customer service by ensuring prompt and courteous responses.
• Actively listen to user concerns, gather information, and identify the nature of the issue.
• Perform basic troubleshooting using established procedures and knowledge base resources.
• Resolve common technical issues such as password resets, software installation, and hardware configuration.
• Document all interactions with users in a clear and concise manner in the ticketing system.
• Maintain and update knowledge base articles to improve future troubleshooting efficiency.
• Escalate complex issues or those requiring specialized knowledge to higher level support or relevant teams.
• Provide clear and concise instructions and updates to users throughout the incident resolution process.
• Escalate unresolved issues to the appropriate support teams or higher-level technicians.
• Collaborate with team members to ensure timely resolution of complex problems.
• Actively contribute to a positive and supportive team environment.
IT Service Desk Essential Skills/Credentials/Experience/Education
• High school diploma or equivalent.
• Minimum of 1-year prior experience in a customer support or service desk role.
• Strong understanding of IT fundamentals and basic troubleshooting techniques.
• Proficiency in using standard computer hardware and software with knowledge of Microsoft Office365 and tools.
• Ability to prioritize and manage time effectively.
• Excellent communication and interpersonal skills, with the ability to build rapport with users of all levels.
• Strong problem-solving abilities and a systematic approach to troubleshooting.
• Ability to prioritize tasks and work effectively in a fast-paced environment.
• Excellent written and verbal communication skills, with a focus on clarity and conciseness.
• Willingness to learn and adapt to new technologies.
• Positive attitude and a commitment to providing exceptional customer service.
• Relevant certifications (e.g., CompTIA A+, ITIL) preferred
Mental and Physical Demands (per ADA guidelines)
Physical Demands: Sitting for long periods of time. Occupation requires this activity more than 66% of the time (5.5+ hrs/days)
Travel Demands: minimal to none
Hourly Compensation Range: $20.00 - $30.00 per hour based on experience level. Position is Hourly, Non-exempt
What We Offer – The Good Stuff
• A mission based company with an amazing company culture.
• Paid time off & holidays so you can spend time with the people you love.
• Medical, dental, and vision insurance for you and your loved ones.
• Health Savings Account (with employer contribution) or Flexible Spending Account options.
• Employer Paid Basic Life and AD&D Insurance.
• Employer Paid Short- and Long-Term Disability.
• Optional Short Term Disability Buy-up plan.
• 401(k) Savings Plan, with ROTH option.
• Legal Plan.
• Identity Theft Services.
• Mental health support and resources.
• Employee Referral program – join our team, bring your friends, and get paid.
Hospitals and Health Care
Information Technology
Full-time