IT Service Desk Specialist

TRIMEDX•Indianapolis, IN

About The Position

If you are wondering what makes TRIMEDX different, it's that all of our associates share in a common purpose of serving clients, patients, communities, and each other with equal measures of care and performance. Everyone is focused on serving the customer and we do that by collaborating and supporting each other Associates look forward to coming to work each day Every associate matters and makes a difference It is truly a culture like no other — We hope you will join our team! Find out more about our company and culture here. Summary The IT Support Technician provides timely and accurate end-user technical support. Works on routine hardware and software issues, with focus on day-to-day operational activities. Provides immediate on-call systems maintenance, support, and enhancements including installs/upgrades to hardware and software. Monitors and troubleshoots system performance. Works with team members in identification of trending issues as well as responsible departments in prioritization for resolution.

Requirements

Asset Management
Help Desk
Technology Standards, Policies and Procedures
Technical Troubleshooting
Attention to Detail
High school diploma or equivalent required.

Nice To Haves

1+ years of experience on a Service Desk/Help Desk team
Associates degree in MIS Computer Science or related field

Responsibilities

Provides 1st level support for enterprise hardware, software, network and other technical issues
Ensures individual tickets are documented and managed timely
Routes unresolved tickets to appropriate support groups for timely resolution
Isolates trending support issues and works with other departments to prioritize resolution
Identifies process efficiency improvements for optimizing performance
Positively represents IT in new hire presentations and departmental meetings
Based on project parameters, identifies, coordinates, participates, and delegates project tasks
Assists with software installation, configuration and troubleshooting across multiple platforms
Identify and resolve technical issues on multiple platforms
Follow standard practices and procedures to analyze problems and/or data
Escalates and collaborates non-routine technical issues or requests to senior members of the Service Desk or relative IT teams for resolution or fulfillment
Analyze simple problems that have a set of possible solutions
Able to determine the most appropriate procedure to follow
Communicate with Service Desk team members, relative IT Teams, and end-users to receive and share information.
Communicates with Senior Technicians and/or Manager on status of issues and decisions
All other duties as assigned.