IT Service Desk Technician

PruittHealth • Norcross, GA

1d

About The Position

The IT Service Desk Technician provides technical support to PruittHealth partners and contractors experiencing hardware, software, and networking problems. The role troubleshoots issues with PCs, laptops, and mobile phones by identifying, documenting, and analyzing reported problems.

Technicians receive incidents and service requests submitted through the Service Desk Portal, by telephone, or in person. As the single point of contact for IT-related issues, the technician manages and resolves requests, escalates issues as appropriate, and follows up with customers to confirm resolution.

Requirements

• Bachelor’s degree required.
• Two to five years of experience supporting end-user devices, including PCs, tablet PCs, thin-client devices, printers, and fax machines in a Windows and Citrix environment.
• A+ certification and MCDST; the posting also lists MCP/A+ certification.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office 365.
• Knowledge of Windows operating systems and internet applications.
• Customer service experience.
• Knowledge of Citrix and thin-client devices.
• Working technical knowledge of current thin-client technologies and standards.
• Excellent hardware troubleshooting experience.
• Strong hands-on technical knowledge of WYSE, Microsoft, and Apple end-user device systems.
• Strong Service Desk best practices and ability to work in a fast-paced technical support call-center environment.

Responsibilities

• Manage Service Desk tickets in a timely manner.
• Respond to customer issues by phone, through the service portal, and to walk-in requests.
• Provide IT customer support service.
• Document partners’ IT issues and interactions.
• Troubleshoot and resolve reported issues and service requests.
• Escalate issues requiring the next tier of support.
• Install, modify, and repair computer hardware and software.
• Follow up with customers to ensure issues are resolved.
• Handle incidents and service requests assigned by the IT Service Desk Manager or Executive Director.
• Support and troubleshoot Active Directory, Exchange, network printers, Citrix, thin clients, Windows Embedded clients, laptops, iPhones, and iPads.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level