IT Service Desk Technician

Job Details

Location:

Pasadena - Pasadena, MD 21122

Salary Range: $51,000.00 - $65,000.00

We are seeking a dedicated and customer-focused IT Service Desk Technician to join Hospice of the Chesapeake’s IT team. In this role, you will be the first point of contact for our users, providing essential support to end users and ensuring smooth IT operations within our Microsoft Windows-based environment. This position offers a great opportunity for on-the-job learning and professional growth.

• Serve as the first point of contact for end-users seeking technical assistance.
• Manage support tickets by documenting details, user interactions, and status updates promptly.
• Respond to customer requests courteously, aiming to address initial inquiries within the SLA.
• Escalate unresolved issues to higher-tier support, ensuring smooth hand-offs and continued communication.
• Utilize diagnostic tools and remote assistance for troubleshooting.
• Work with IT teams to validate solutions, confirm issue resolution, and coach users on preventing recurring problems.
• Maintain the reliability and performance of front-end IT infrastructure, including laptops, desktops, printers, telephony devices, and smartphones.
• Install applications and hardware accessories as needed.
• Contribute to the continuing improvement of IT processes.
• Perform user account management, including creation, maintenance, and termination of accounts.
• Assist users in effectively using software and hardware through direct support and informal training as needed.
• Commit to the growth of personal knowledge regarding IT procedures, products, and departmental services.
• Other duties as assigned.

• Minimum of 3 years of experience in customer support.
• Proficiency in Microsoft Windows and Office products.
• Familiarity with VoIP based telephony and computer networking is highly desirable.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Excellent problem-solving skills.
• Willingness to understand and follow HIPAA compliance guidelines.