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Open nowPosted yesterday

Service Desk Tech I

VCU Health420 open roles

Where
Richmond, VA
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Your applicationOpen nowService Desk Tech IVCU Health · Richmond, VA

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on VCU Health's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. VCU Health postings stay open a median of 7 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.7%14 days
  5. 35.6%30 days
  6. 58.0%60 days
This job: posted yesterday

VCU Health median: 7 days open

The posting

An IT Service Desk Tech Level 1 is the first point of contact for technical support within VCU Health System. The primary responsibility is to provide prompt and effective assistance to end-users experiencing technical issues. This is accomplished through the handling of basic troubleshooting tasks, resolving common technical problems, and escalating more complex issues to Level 2 support. This role is crucial in ensuring a positive user experience and maintaining the smooth operation of IT services. Additionally, you will use ITSM tools to log and track incidents and service requests and create knowledgebase article for issue resolution.

Essential Job Statements

  • Provide first-level technical support for hardware, software, and network issues.
  • Answer phone calls and respond to emails, ensuring prompt and courteous service
  • Perform basic troubleshooting and resolve common technical problems
  • Escalate complex issues to Level 2 support, ensuring timely resolution.
  • Utilize ITSM tools such as Microsoft, Avaya, and Right Click Tools to log and track incidents and service requests.
  • Create and maintain accurate and detailed knowledgebase articles and records of support activities and resolutions for all Incidents and tasks
  • Assist in setting up and configuring new hardware and software for end-users.
  • Ensure compliance with IT policies and procedures, maintaining system security and integrity.
  • Obtain and maintain relevant certifications, such as CompTIA A+ and HDI Customer Service Representative (CSR).
  • Perform other duties as assigned, contributing to the overall success and efficiency of the IT service desk.

Patient Population

Not applicable to this position.

Employment Qualifications

Required Education:

Requires an associate degree and one (1) to two (2) years of related experience, or equivalent combination of related education and experience.

Preferred Education:

Associate degree in information technology, Computer Science, or a related field.

Licensure/Certification Required: N/A

Licensure/Certification Preferred: N/A

Minimum Qualifications

Years and Type of Required Experience

Minimum 1-2 year of related experience in IT support

Other Knowledge, Skills and Abilities Required: N/A

Cultural Responsiveness

Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Other Knowledge, Skills and Abilities Preferred:

Ability to work in a fast-paced environment, handling multiple priorities, adapt to frequent change, and intense customer interactions.

Has strong recall, reasoning, and problem-solving skills.

Can hear and speak clearly as well as write legibly.

Working Conditions

Periods of high stress and fluctuating workloads may occur.

Required to car travel to off-site locations, occasionally in adverse weather conditions.

May have periods of constant interruptions.

Prolonged periods of working alone.

Physical Requirements

Physical Demands: Lifting/ Carrying (0-50 lbs.)

Work Position: Sitting

Additional Physical Requirements/ Hazards

Physical Requirements: Manual dexterity (eye/hand coordination), Perform shift work, Hear alarms/telephone/tape recorder, Repetitive arm/hand movements, Color Vision

Hazards:

Mental/Sensory – Emotional

Mental / Sensory: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking

Emotional:

Compensation Range

$19.87 - $30.79

Actual salary offers will be based on several key factors to include relevant work experience, credentials, and qualifications.

EEO Employer/Disabled/Protected Veteran

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    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on VCU Health's form

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