Gravity IT Resourcing
IT Service Desk Technician I
Palm Springs, California
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Gravity IT Resources is seeking a skilled Level 1 Service Desk Technician that provides quality and rapid 24×7 technical support to our client’s workforce, affiliates, and patients. In this role, you will be responsible for assisting end-users with basic IT issues, troubleshooting hardware and software problems, and escalating complex issues to higher-level technicians as needed. Your passion for Information Technology, exceptional communication, and problem-solving skills will be essential in ensuring timely and efficient resolution of our customer’s technical issues.
Education
- Required: High School diploma or equivalent
- Preferred: Associates degree in IT related field
Licensure/Certification
- Required: CompTIA A+ or equivalent, within 1 year of hire.
- Preferred: HDI-CSR or equivalent
Experience
- Required: One (2+) years of experience in Customer Service or completion of Service Desk Technician rotation
- Preferred: IT Service Desk experience in Healthcare
? Provide Level 1 technical support to end-users, including diagnosing and resolving hardware,
software, and network issues.
? Provide step-by-step guidance to end-users on technical problems.
? Perform remote troubleshooting for supporting remote users.
? Escalate more complex issues to Level 2 support staff.
? Create user incidents for all service desk calls that include required contact information, clear
description of issue, troubleshooting notes, and escalated or resolved appropriately.
? Manage access requests and create accounts for non-provisioned applications.
? Assist with staff onboarding, account setup, hardware setup, and software configuration.
? Complete assigned Service Requests within the Service Desk Technician’s area of responsibility
following all documented procedures.
? Demonstrate compliance with code of conduct and compliance policies, and act to resolve
compliance questions or concerns and reports suspected violations
? Provide remote technical support to patients who need IT assistance with our patient portal.
? Maintain the service desk self-service queue within service level agreement parameters.
? Assist in the resolution of customer requests resulting in high-levels of customer satisfaction.
? Revise existing knowledge base articles to assist with the resolution of customer’s issues.
? Utilize the knowledge base and other in-house tools to assist with resolving service desk calls.
? Meet or exceed service desk technician benchmark metrics on a monthly basis. Such metrics include
First Level Resolution (FLR), tickets created vs. calls handled, and average customer satisfaction.
? Perform other duties as assigned.