What are the responsibilities and job description for the Service Desk Technician position at Virtual?
Job Title : Service Desk Technician
Duration : 6 month contract
Schedule : On-site, 5 days / week in Irvine, California
Job Summary : Under the direction of the Manager of IT Enterprise Operations, the Technician, IT Enterprise Operations I, will be responsible for providing first-level technical support to internal employees. This role involves troubleshooting and resolving IT-related issues, managing service requests, and ensuring a high level of customer satisfaction. The ideal candidate will have strong technical skills, excellent communication abilities, and a customer-focused approach. Additionally, the Service Desk Technician will support clinical technology, ensuring that medical devices and systems are functioning properly, and provide support for Epic, the electronic health record (EHR) system.
Key Responsibilities :
- Deliver first-level technical support to internal employees through phone, email, and in-person interactions.
- Efficiently diagnose and resolve hardware, software, and network issues.
- Manage and prioritize service requests and incidents effectively using the service desk ticketing system.
- Document and track all service requests and incidents, ensuring timely resolution and follow-up.
- Support the setup and configuration of new hardware and software.
- Provide one-on-one end-user problem resolution with remote desktop tools, telephone, and in person.
- Manage assigned help tickets, ensuring maximum issue resolution in minimal time while focusing on end-user needs.
- Perform multiple technical tasks and routinely upgrade skills to meet changing job conditions.
- Create and maintain documentation for IT systems, network diagrams, workflow diagrams, and troubleshooting procedures.
- Respond promptly to IT emergencies, such as system outages, to minimize operational downtime.
- Adhering to the Business Policy of the SLA requirements standard.
- Maintain and update IT documentation and knowledgebase articles.
- Collaborate with other IT teams to escalate and resolve complex issues.
- Provide training and support to end-users on IT-related topics.
- Support clinical technology, including troubleshooting and maintaining medical devices and systems.
- Provide support for Epic by troubleshooting and resolving issues related to the EHR system.
Qualifications :
Preferred Qualifications :
Working Conditions :
Benefits
