Service Desk Technician
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Job Description
Service Desk Technician delivering Tier 1 IT support for UK King’s Daughters, a healthcare provider. Troubleshooting devices and applications, resolving tickets, and escalating complex issues.
Responsibilities:
- Provide Tier 1 IT support for incidents and service requests across the enterprise
- Troubleshoot and resolve technical issues involving endpoint devices, applications, and connected peripherals
- Escalate complex issues with detailed documentation
- Support application access, software installations, and basic deployment tasks
- Document incidents, resolutions, and known issues in the knowledgebase
- Communicate with end users throughout the support process
- Monitor ticket queues, update work status, and maintain accurate records in ITSM tools
- Assist with testing and validation of patches, upgrades, and minor system changes
- Participate in team meetings, service improvement initiatives, and training activities
- Support compliance with IT policies, security requirements, and organizational standards
Requirements:
- High School Diploma or equivalent experience
- 1–3 years of paid experience in the same related field; part-time and PRN experience prorated
- Equivalent combination of education and experience may be considered
- Certifications & Licensures: N/A
- Working knowledge of IT systems and applications
- Ability to troubleshoot endpoint devices, applications, and connected peripherals
- Ability to support application access, software installations, and basic deployment tasks
- Knowledge of ITSM tools, service level agreements, IT policies, and security requirements
- Regular computer workstation use and repetitive typing motions
- Occasional ability to lift, push, or pull objects up to 50 pounds
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