Service Desk Technician

A Service Desk Technician is a critical member of an organization's IT support team. This role provides efficient and effective technical support to end-users, resolves IT issues, and ensures smooth operations across various technology platforms. Support Technicians are troubleshooters, providing valuable assistance to our organization's computer users. Support Technicians troubleshoot, diagnose, and resolve incidents for MedQuest computer users. They also may write documentation and training manuals. They may provide a certain amount of training for computer users on how to properly use new computer hardware and software.

Responsibilities, Duties, Functions, Tasks:

User Support:

• Respond to service requests and inquiries from end-users promptly and professionally.

• Provide technical assistance, troubleshoot hardware and software issues, and offer solutions to user problems.

• Ensure excellent customer service, including active listening and empathy when dealing with end-users.

• Assure continuity of the computer system for all system users in the various MedQuest centers across the country in the WAN.

• Field telephone calls and e-mail messages from MedQuest employees seeking guidance on technical problems. In responding to these requests for guidance, Helpdesk Support Technicians must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps.

Incident Resolution:

• Log, track, and prioritize incidents and service requests using a ticketing system.

• Diagnose and resolve technical problems related to computer systems, software, and hardware.

• Escalate complex issues to higher-level IT support personnel as needed.

Software Support:

• Assist end-users in software installation, configuration, and troubleshooting.

• Help users navigate and utilize various software applications, including Microsoft Office Suite and other organization-specific software.

• Perform software updates, patches, and maintenance tasks.

Hardware Support:

• Install, configure, and maintain desktops, laptops, printers, and other hardware devices.

• Diagnose hardware issues, replace defective components, and coordinate hardware repairs when necessary.

• Manage hardware inventory and asset tracking.

Remote Support:

• Provide remote support to off-site or remote employees, ensuring they have the necessary tools and connectivity.

• Troubleshoot network and connectivity issues and assist in setting up virtual private networks (VPNs).

Documentation:

• Maintain and update documentation of typical issues, solutions, and troubleshooting procedures.

• Create and update knowledge base articles to facilitate self-service for end-users.

Security Awareness:

• Educate end-users on security best practices, including password management, phishing awareness, and data protection.

• Assist in enforcing security policies and access controls.

Collaboration:

• Collaborate with other IT teams to resolve complex issues and implement IT projects.

• Work closely with other support staff, including desktop support, network administrators, and system administrators.

Requirements

Education:

• High school diploma or equivalent; a degree in information technology or a related field is a plus.

Prior Experience:

• Three years equivalent experience in PC Hardware, Software, Network, and Customer Service required.
• Previous experience in a service desk or technical support role is preferred but not mandatory.

Special Qualifications:

• Exceptional logical, analytical, troubleshooting, and problem-solving skills.
• Strong technical knowledge of MS operating systems, MS 365 applications, and PC peripherals.
• Familiarity with network operations, network hardware/software, and telecommunications equipment.
• Strong customer service orientation.
• Exceptional customer service and telephone skills.
• Outstanding oral and written communication skills.
• Ability to manage multiple concurrent projects. ent and discuss information in a way that establishes rapport, persuades others, and promotes understanding