Service Desk Tech I

Job description

**This is a hybrid position; on-site as needed for meetings or collaboration** An IT Service Desk Tech Level 1 is the first point of contact for technical support within VCU Health System. The primary responsibility is to provide prompt and effective assistance to end-users experiencing technical issues. This is accomplished through the handling of basic troubleshooting tasks, resolving common technical problems, and escalating more complex issues to Level 2 support. This role is crucial in ensuring a positive user experience and maintaining the smooth operation of IT services. Additionally, you will use ITSM tools to log and track incidents and service requests and create knowledgebase article for issue resolution. Essential Job Statements: Provide first-level technical support for hardware, software, and network issues. Answer phone calls and respond to emails, ensuring prompt and courteous service Perform basic troubleshooting and resolve common technical problems Escalate complex issues to Level 2 support, ensuring timely resolution. Utilize ITSM tools such as Microsoft, Avaya, and Right Click Tools to log and track incidents and service requests. Create and maintain accurate a...