IT ServiceDesk Technician
About The Position
The IT ServiceDesk Technician is responsible for handling incoming helpdesk calls and requests, routing work to the appropriate technicians or support groups, completing basic information and process requests, and monitoring request trends and urgency. This is a 100% onsite position in San Antonio; remote and hybrid arrangements will not be considered. The role also supports helpdesk operations through accurate record keeping, workload balancing, helpdesk analytics, and meeting notes. The technician must follow company attendance, punctuality, and confidentiality policies, including HIPAA requirements. Applicants must be authorized to work for any U.S. employer; visa sponsorship is not available.
Requirements
- Associate degree in computer-related studies or equivalent experience.
- 1–3 years of experience in customer service or technical support.
- Ability to work independently in a dynamic environment.
- Strong communication, interpersonal, and analytical skills.
- Ability and desire to provide excellent customer service to internal and potentially external users.
- Working knowledge of Microsoft operating systems and applications.
- Ability to manage high call volume without missing calls.
Responsibilities
- Answer all incoming helpdesk phone calls, create tickets, and connect callers with a helpdesk technician when necessary.
- Assign incoming IT requests to helpdesk technicians and maintain records to support equivalent workloads.
- Assign incoming requests to other support groups, such as HR and Finance.
- Complete information-only requests and basic process requests, including password resets and terminations.
- Monitor requests for patterns or trends that may indicate a systemic problem.
- Monitor for VIP requesters and urgent issues.
- Delete spam, junk, and sales tickets.
- Forward the helpdesk line to the on-call technician at the end of each business day and remove the forwarding each morning.
- Take notes at department meetings.
- Adhere to company policies, including attendance and punctuality requirements.
- Adhere to confidentiality requirements, including HIPAA requirements.
- Use helpdesk analytics to track performance metrics and maximize helpdesk efficiency.
- Eliminate missed calls to the helpdesk.
- Ensure requests are assigned promptly in the order submitted.
- Maintain records to balance and assign the workload of incoming tasks.
- Perform other job duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
