Summary of Performance Expectations:

Acts as the primary contact for the IT Service Help Desk, accurately documenting requests/issues in the ticketing system, including any actions taken, for timely resolution while maintaining excellent customer service. Assesses, installs, configures, tests, maintains, monitors, and troubleshoots end-user devices and related hardware/software using remote tools or on-site presence as needed. Serves as a trainer and escalation point for End User Support Specialists before escalating to Tier III Support. Leads peer resources on assigned tasks to ensure successful completion. Strives to ensure a positive customer service experience in all interactions.

Education & Credentials:

Required Associate degree in Computer Science, or a High School diploma/equivalent with five years in IT technical support or service desk. Must obtain an IT support certification (e.g., CompTIA A+, HDI-CSR, Google

GITSPC, ETA

CNCT, or Apple ACMT) within twelve months of employment. Preferred Bachelor's degree in a computer related field. CompTIA A+ or Network+ Certification.

Work Experience:

Required Two years of hands-on experience supporting hardware such as PCs, thin clients, laptops, tablets, handhelds, printers, phones, and various peripheral devices. Experience in software troubleshooting, including Windows Operating Systems and MS Office 365. General technical understanding of network hardware, topologies, and protocols. With training and on-the-job experience, the incumbent should become proficient in the basic aspects of the position within three months of the employment date.. Preferred Experience in customer service roles, particularly within large healthcare environments.