Job Description

Gravity IT Resources is seeking a skilled Level 1 Service Desk Technician that provides quality and rapid 24x7 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.  

Job Tags

Remote job,

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