Service Desk Technician POST NUMBER: 432312

Job Title: Service Desk Technician

Duration: 6 month contract

Schedule: On-site, 5 days/week in Irvine, California

Job Summary: Under the direction of the Manager of IT Enterprise Operations, the Technician, IT Enterprise Operations I, will be responsible for providing first-level technical support to internal employees. This role involves troubleshooting and resolving IT-related issues, managing service requests, and ensuring a high level of customer satisfaction. The ideal candidate will have strong technical skills, excellent communication abilities, and a customer-focused approach. Additionally, the Service Desk Technician will support clinical technology, ensuring that medical devices and systems are functioning properly, and provide support for Epic, the electronic health record (EHR) system.

Key Responsibilities:

• Deliver first-level technical support to internal employees through phone, email, and in-person interactions.
• Efficiently diagnose and resolve hardware, software, and network issues.
• Manage and prioritize service requests and incidents effectively using the service desk ticketing system.
• Document and track all service requests and incidents, ensuring timely resolution and follow-up.
• Support the setup and configuration of new hardware and software.
• Provide one-on-one end-user problem resolution with remote desktop tools, telephone, and in person.
• Manage assigned help tickets, ensuring maximum issue resolution in minimal time while focusing on end-user needs.
• Perform multiple technical tasks and routinely upgrade skills to meet changing job conditions.
• Create and maintain documentation for IT systems, network diagrams, workflow diagrams, and troubleshooting procedures.
• Respond promptly to IT emergencies, such as system outages, to minimize operational downtime.
• Adhering to the Business Policy of the SLA requirements standard.
• Maintain and update IT documentation and knowledgebase articles.
• Collaborate with other IT teams to escalate and resolve complex issues.
• Provide training and support to end-users on IT-related topics.
• Support clinical technology, including troubleshooting and maintaining medical devices and systems.
• Provide support for Epic by troubleshooting and resolving issues related to the EHR system.

Qualifications:

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 1-2 years of experience in a technical support or service desk role.
• Ability to multi-task effectively without compromising the quality of work.
• Strong analytical skills with the ability to draw conclusions and make independent decisions based on limited information.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with common IT hardware and software, including desktops, laptops, printers, and mobile devices.
• Excellent problem-solving and troubleshooting skills.
• Effective communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-focused with a commitment to providing high-quality service.
• Ability to maintain confidentiality, meeting deadlines, setting priorities, and adapting to changing work priorities.

Preferred Qualifications:

• Hands-on experience with IT service management tools and ticketing systems.
• Relevant certifications such as CompTIA A , ITIL, or Microsoft Certified Professional (MCP).
• Knowledge of networking concepts and technologies.
• Experience with clinical technology and medical devices.
• Experience with Epic or other EHR systems.

Working Conditions:

• This position may require occasional evening or weekend work to support IT projects or resolve critical issues.
• Work on-site to enhance team communication and foster collaboration.

Benefits

• Medical, dental, and vision insurance
• Paid time off
• Tuition Reimbursement
• 401K
• Paid time to volunteer in your local community