Job Description

Job Title: IT Service Desk Technician I

Location: Palm Springs, CA

Type: Direct Hire

Overview:

We are seeking a reliable and customer-focused IT Service Desk Technician I to provide high-quality, 24/7 technical support for a healthcare workforce, affiliates, and patients. The ideal candidate will assist users with basic IT issues, troubleshoot hardware/software problems, and escalate complex concerns to senior technicians when needed.

Key Responsibilities:

• Deliver Level I technical support, including diagnosing and resolving hardware, software, and networking issues.
• Provide clear, step-by-step instructions to end-users on technical problems.
• Support remote users through remote troubleshooting tools.
• Escalate unresolved issues to higher-tier support.
• Create and document incidents for each support interaction, ensuring accurate contact info, issue details, and resolution steps.
• Assist with onboarding tasks such as account setup, hardware provisioning, and software configuration.
• Manage user access requests and accounts for designated systems.
• Provide technical support to patients accessing the organization’s patient portal.
• Maintain and manage service desk tickets and queues within SLA parameters.
• Utilize and update internal knowledge base resources to assist with ticket resolution.
• Meet key performance metrics, including First-Level Resolution (FLR), call handling, and customer satisfaction.
• Other duties as assigned.

Qualifications:

Education:

• Required: High school diploma or GED (or higher degree if hired after October 1, 2024).
• Preferred: Associate degree in an IT-related field.

Certifications:

• Required: CompTIA A+ (or equivalent) within one year of hire.
• Preferred: HDI-CSR or equivalent.

Experience:

• Required: At least one year of customer service experience or completion of a Service Desk rotation in an IT apprentice program.
• Preferred: Service Desk experience in a healthcare setting.

Skills & Abilities:

• Proficiency in supporting Windows OS, Active Directory, Exchange, Microsoft Office, MacOS.
• Basic troubleshooting of multi-function devices (printers, scanners, etc.).
• Familiarity with iOS and Android device support using mobile device management tools.
• Basic networking knowledge (TCP/IP, wireless, VoIP).
• Knowledge of web programming and SQL Server is a plus.
• Strong communication, multitasking, and problem-solving skills.
• Ability to work independently and within a team.
• High level of professionalism and customer service orientation.

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