Service Desk Technician

Parrish Medical Center•Titusville, FL

2d•Onsite

About The Position

The Service Desk Technician provides technical support and troubleshooting assistance to end users and serves as the primary point of contact for service desk inquiries. The role supports the smooth operation of Parrish Healthcare’s IT systems while delivering excellent customer service and exemplifying its Culture of Choice® and philosophies. The position is primarily located at Parrish Medical Center, with possible support for remote locations as needed. The schedule varies; this is a full-time position with 40 standard hours per week.

Requirements

High school diploma or GED required.
1 to less than 2 years of work experience.
AHCA fingerprint clearance required.
Valid driver license required, with no history of incidents within the last 3 years.
Obtain one of the following within one year of employment: CompTIA A+, CompTIA Network+, CompTIA Server+, or CompTIA Security+.

Responsibilities

Follow service desk procedures, create knowledge base articles, and apply documented standards for consistent and efficient problem-solving.
Develop non-standard approaches when documented standards cannot be applied.
Stay current with emerging technologies and IT industry trends.
Respond to service requests received by phone, email, or in person, providing prompt and efficient resolutions.
Act as an entry point for technical issue resolution and work with other IT teams to facilitate timely resolution.
Educate end users on effective hardware and software use consistent with industry best practices.
Diagnose and resolve hardware and software issues involving desktops, laptops, printers, mobile devices, and operating systems.
Install, configure, and maintain computer systems, peripherals, and software applications.
Evaluate software and hardware functionality in relation to user needs.
Create and update technical documentation, including user guides, knowledge base articles, and FAQs.
Train users on software and hardware on-site or in classroom settings.
Collaborate with other IT teams to coordinate service desk activities with broader IT initiatives.
Promote a customer-centric culture, excellent customer service, and effective communication within the service desk team.
Conduct office automation feasibility studies, including workflow analysis, and recommend performance improvements to reduce time to resolution.
Provide the Service Desk Lead with feedback about over- or under-allocation of resources.
Know fire, disaster, and safety procedures and regulations applicable to the work area.
Perform similar or related duties as assigned.