IT Customer Support I

The IT Customer Support I Service Desk Analyst has the responsibility and opportunity to provide tier 1 technical support over the phone to healthcare staff. Primary responsibilities: Investigating and Responding to Technical Issues. Respond to customer requests for assistance and perform initial assessment. Identify a solution based on available information and take corrective action or provide information to reach a resolution. Provide “how to” information or instruction to customers. Create and update support tickets. Providing feedback and input on service desk documentation and processes. Complete installation and configuration of software. Participates in on-call rotation and major incident call-outs, as required. This department has a 24/7 shift rotation schedule. Report and assist with Major Incidents.

As an IT Customer Support I, you will provide the first level of technical support for clinical and non-clinical staff and departments. Your typical duties include receiving and handling initial helpdesk requests for IT support; responding to common requests for support as well as participating in the set up and maintenance of computer software, hardware and systems.

Completion of certificate in Computer Support or equivalent.

Successful completion of a Computing Science program from a recognized institution, or related job experience required. 2 to 3 years of experience working in a support desk environment that deals with calls from a varied user base. A sound knowledge of PC software, including Microsoft O365, Windows 10/11, Active Directory, Ticketing tools and PC configurations. Proficient keyboarding skills are required. A customer service focus and strong communication skills are essential. Superior problem-solving and decision-making abilities.

CompTIA A+ or similar certification preferred. Experience with ServiceNow and ITIL Foundation. Previous health care experience is considered an asset.