IT Service Desk Technician

Job description

Job DetailsJob Location: Pasadena - Pasadena, MD 21122Salary Range: $51,000.00 - $65,000.00 SalaryWe are seeking a dedicated and customer-focused IT Service Desk Technician to join Hospice of the Chesapeake’s IT team. In this role, you will be the first point of contact for our users, providing essential support to end users and ensuring smooth IT operations within our Microsoft Windows-based environment. This position offers a great opportunity for on-the-job learning and professional growth. Key Responsibilities: Serve as the first point of contact for end-users seeking technical assistance. Manage support tickets by documenting details, user interactions, and status updates promptly. Respond to customer requests courteously, aiming to address initial inquiries within the SLA Escalate unresolved issues to higher-tier support, ensuring smooth hand-offs and continued communication. Utilize diagnostic tools and remote assistance for troubleshooting. Work with IT teams to validate solutions, confirm issue resolution, and coach users on preventing recurring problems. Maintain the reliability and performance of front-end IT infrastructure, including laptops, desktops, printers, telepho...