Service Desk Technician

About the Job

This role is responsible for providing comprehensive first-contact resolution (FCR) technical support to internal users across a diverse range of hardware, software, and specialized systems. The position requires strong technical skills, critical thinking, and effective communication, with a focus on delivering excellent customer service to support over 18,000 users across ~1,000 offices nationwide. The role primarily involves service desk support, with occasional in-person troubleshooting. The candidate will also collaborate with clinical and executive teams, ensuring seamless IT operations in a fast-paced, dynamic environment.

Key Responsibilities:

• Serve as the primary point of contact for IT support, providing FCR for technical issues via phone, ticketing systems, or in-person support.
• Troubleshoot and resolve a wide range of hardware, software, and network issues, including:
• Practice management systems.
• Imaging systems and modalities (PACS/DICOM for radiology and X-ray troubleshooting).
• Standard applications such as Microsoft Office 365 and Windows OS.
• Networking issues (basic diagnostics, such as IP configurations or identifying network hardware/software conflicts).
• Document all troubleshooting steps, system information, and resolutions in the ticketing system for seamless handoffs and visibility.
• Collaborate with field technicians or escalate issues as necessary for physical or advanced hardware repairs.
• Provide exceptional support to internal users, including clinical staff, executives, and administrative employees, ensuring minimal downtime.
• Support system setup and maintenance for end-users, including hardware configurations, software installations, and updates.
• Assist with maintaining and troubleshooting specialized systems and clinical tools.
• Adhere to service-level agreements (SLAs) and ensure high levels of customer satisfaction.
• Contribute to the creation and maintenance of technical documentation and knowledge base articles.
• Actively participate in team collaboration, sharing knowledge, and assisting with peer development.

Qualifications:

• Required:
• Demonstrated experience in technical troubleshooting, especially in a service desk environment.
• Proficiency in diagnosing and resolving a wide variety of IT issues (hardware, software, and network).
• Familiarity with ticketing systems for tracking and documenting support requests.
• Strong critical thinking and problem-solving skills with the ability to work unscripted.
• Excellent written and verbal communication skills, with a focus on detail and clarity.
• Customer-focused approach with a commitment to high-quality service.
• Ability to manage multiple priorities and work in a dynamic, fast-paced environment.
• Basic understanding of network concepts (IP addressing, ping vs. trace route, etc.).
• Preferred:
• PACS/DICOM modalities.
• Experience working with specialized imaging systems (X-ray software/hardware troubleshooting).
• Certifications such as CompTIA A , ITIL, or CCNA (preferred but not required).
• Familiarity with ServiceNow or other IT service management tools.

Additional Information:

• Work Schedule: 7 AM – 4 PM, 8 AM – 5 PM, or 9 AM – 6 PM. No remote or hybrid options; this role requires on-site presence.
• Strong emphasis on collaboration, continuous learning, and willingness to tackle challenges without reliance on scripted solutions.
• Candidates with military backgrounds or those with strong problem-solving and troubleshooting aptitudes are encouraged to apply.