IT Service Desk Professional I
Posted 3 days ago by Tranzeal, Inc.
Negotiable
Undetermined
Remote
Remote
Summary: The IT Service Desk Professional I role involves providing technical support and resolving IT-related issues primarily through customer-facing, over-the-phone interactions. The position emphasizes troubleshooting, documentation, and delivering high-quality service to ensure customer satisfaction. The role requires effective communication and problem-solving skills to address various IT challenges efficiently. This is a contract position lasting over six months, based remotely in Malvern, PA.
Key Responsibilities:
- Diagnose and resolve IT issues using problem-solving skills and technical knowledge
- Provide support for desktop applications, network issues, and clinical/healthcare systems
- Ask effective probing questions to identify root causes and resolve incidents at first contact
- Document issues, troubleshooting steps, and solutions accurately in the knowledge base
- Escalate unresolved issues to appropriate support teams when required
- Deliver excellent customer service and maintain ownership of incidents
- Communicate updates and follow-ups to ensure customer satisfaction
- Identify trends and report recurring or undocumented issues
- Collaborate with internal IT teams and project teams
- Participate in on-call support, including evenings, weekends, and holidays
Key Skills:
- Basic knowledge of IT troubleshooting (desktop, network, printers)
- Experience supporting Microsoft products
- Ability to troubleshoot healthcare/clinical applications
- Strong communication and phone etiquette skills
- Excellent documentation and organizational skills
- Ability to work independently and in a team environment
- Strong customer service mindset
Salary (Rate): £17.50 hourly
City: Malvern
Country: USA
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Job Title: IT Service Desk Professional I
Location: Remote (Malvern, PA)
Duration: 6+ Months Contract
Job Description:
We are looking for an IT Service Desk Professional to provide technical support and resolve IT-related issues efficiently. This is a customer-facing, over-the-phone support role focused on troubleshooting, documentation, and delivering high-quality service.
Key Responsibilities:
- Diagnose and resolve IT issues using problem-solving skills and technical knowledge
- Provide support for desktop applications, network issues, and clinical/healthcare systems
- Ask effective probing questions to identify root causes and resolve incidents at first contact
- Document issues, troubleshooting steps, and solutions accurately in the knowledge base
- Escalate unresolved issues to appropriate support teams when required
- Deliver excellent customer service and maintain ownership of incidents
- Communicate updates and follow-ups to ensure customer satisfaction
- Identify trends and report recurring or undocumented issues
- Collaborate with internal IT teams and project teams
- Participate in on-call support, including evenings, weekends, and holidays
Required Skills & Qualifications:
- Basic knowledge of IT troubleshooting (desktop, network, printers)
- Experience supporting Microsoft products
- Ability to troubleshoot healthcare/clinical applications
- Strong communication and phone etiquette skills
- Excellent documentation and organizational skills
- Ability to work independently and in a team environment
- Strong customer service mindset
Education & Experience:
- Associate s degree in Computer Science, Information Systems, or related field
OR - Relevant certifications / equivalent experience
- Minimum 6 months to 1 year of IT support or customer service experience
Additional Requirements:
- Dedicated home office setup with strong wired internet connection
- Willingness to work flexible shifts, including evenings, weekends, and holidays