IT Service Desk Professional - W2 Only
Posted 6 days ago by 1753512172
Negotiable
Outside
Remote
USA
Summary: The IT Service Desk Professional I role involves providing technical support primarily over the phone, addressing IT issues, and ensuring minimal downtime for users. The position requires effective communication and problem-solving skills to assist customers with desktop applications, network troubleshooting, and clinical application support. The role is remote and offers a pay rate on a W2 basis. Candidates should have relevant experience and a commitment to service excellence.
Key Responsibilities:
- Using basic IT Knowledge and problem solving skills, ask the appropriate probing questions to determine, diagnose and solve computer-related issues
- Using IT tools and expertise, apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner
- Provide maximum customer service and issue ownership
- Provide on-call support as scheduled during non-business hours
- Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
- When necessary, escalate incidents to the appropriate next level support team
- Communicate with customers, providing status updates and follow-up to ensure satisfaction
- Communicate trends and undocumented issues to supervisor, Floor Coach, NOC, and other IT teams as necessary. Complete additional tasks and projects as assigned by Service Desk leadership
Key Skills:
- 1-2 years of related experience
- A combination of experience and/or technical certifications may be considered in lieu of the educational requirements
- Knowledge of computer, printer, and network troubleshooting and installation procedures
- Demonstrated ability to diagnose and troubleshoot Microsoft products
- Demonstrated ability to solve issues with healthcare/clinical applications
- Commitment to values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfilment
- Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactions
- Demonstrated ability to work in a team environment as well as independently
- Superior customer service skills and phone etiquette
- Excellent documentation skills
- Ability to work evening, weekend, and holiday coverage as needed and scheduled
- Ability to travel up to 5%
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Job Title: IT Service Desk Professional I
Duration: 6+ Months with Possibility for extensions
Location: Malvern, PA (Can be remote from anywhere in the USA)
No of Positions: 3
Pay Rate: $20-$25/Hr. on W2
Duties
We need the Teammate in this position to solve IT problems in a timely manner, document known issues and solutions, work with project teams to gather product and process knowledge, and escalate (when necessary) to minimize computer downtime for teammates, partners, and customers. This is an over-the-phone, IT Technical Support position that includes, but is not limited to, supporting desktop applications and programs, network troubleshooting, and clinical application support.
- Using basic IT Knowledge and problem solving skills, ask the appropriate probing questions to determine, diagnose and solve computer-related issues
- Using IT tools and expertise, apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner
- Provide maximum customer service and issue ownership
- Provide on-call support as scheduled during non-business hours
- Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
- When necessary, escalate incidents to the appropriate next level support team
- Communicate with customers, providing status updates and follow-up to ensure satisfaction
- Communicate trends and undocumented issues to supervisor, Floor Coach, NOC, and other IT teams as necessary. Complete additional tasks and projects as assigned by Service Desk leadership
Skills
- 1-2 years of related experience
- A combination of experience and/or technical certifications may be considered in lieu of the educational requirements
- Knowledge of computer, printer, and network troubleshooting and installation procedures
- Demonstrated ability to diagnose and troubleshoot Microsoft products
- Demonstrated ability to solve issues with healthcare/clinical applications
- Commitment to values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfilment
- Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactions
- Demonstrated ability to work in a team environment as well as independently
- Superior customer service skills and phone etiquette
- Excellent documentation skills
- Ability to work evening , weekend, and holiday coverage as needed and scheduled
- Ability to travel up to 5%
Skills: English (Speak, Read, Write)
Education
Min of HS diploma/GED and One-year certificate from college or technical school or at least 1 year customer service related experience and/or training or equivalent combination of education and experience