Tier 1 Service Desk Technician - IT

Employee Type:
Full Time Hourly

The IT Service Desk Technician is responsible for providing first-line support for staff and providers for our facility in Gatesville, TX plus 7 remote clinic locations. This role is responsible for taking initial phone calls, emails or in person requests, managing tickets and escalating unresolved issues. All activities are assigned and directed by the Information Technology Director.

• Serve as the first point of contact for staff seeking technical assistance via phone, email, or in-person
• Create and manage tickets and escalates as needed for timely resolution
• User ,  Administration, password resets
• Perform hardware and software troubleshooting on Windows Pro, Chrome/Edge, Android, iOS
• Microsoft 365 and Entra  and troubleshooting
• Fundamental knowledge of network concepts such as WiFi, DNS and DHCP
• Prepare and maintain IT documentation
• Asset tracking
• Ensure solutions are following company standards, security objectives and policies

Candidate must have excellent customer service, problem-solving and analytical skills. Must be able to communicate technical information in a clear and concise manner to both technical and non-technical individuals. Must have a patient, friendly demeanor with a passion for problem-solving and customer service. Needs a good working knowledge of Microsoft Windows operating systems; diagnosing and resolving PC hardware and software problems.

Must demonstrate effective time management skills. Valid Texas driver’s license and reliable transportation.

Associate degree in Information Technology, Computer Science, or related field preferred (or equivalent experience).