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IT Service Desk Technician I (San Bernardino County)
IT Service Desk Technician I (San Bernardino County)Gravity IT Resources • San Bernardino County, CA, United States
IT Service Desk Technician I (San Bernardino County)

IT Service Desk Technician I (San Bernardino County)

Gravity IT Resources • San Bernardino County, CA, United States
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Job Title : IT Service Desk Technician I

Location : Palm Springs, CA

Type : Direct Hire

Overview :

We are seeking a reliable and customer-focused IT Service Desk Technician I to provide high-quality, 24 / 7 technical support for a healthcare workforce, affiliates, and patients. The ideal candidate will assist users with basic IT issues, troubleshoot hardware / software problems, and escalate complex concerns to senior technicians when needed.

Key Responsibilities :

  • Deliver Level I technical support, including diagnosing and resolving hardware, software, and networking issues.
  • Provide clear, step-by-step instructions to end-users on technical problems.
  • Support remote users through remote troubleshooting tools.
  • Escalate unresolved issues to higher-tier support.
  • Create and document incidents for each support interaction, ensuring accurate contact info, issue details, and resolution steps.
  • Assist with onboarding tasks such as account setup, hardware provisioning, and software configuration.
  • Manage user access requests and accounts for designated systems.
  • Provide technical support to patients accessing the organizations patient portal.
  • Maintain and manage service desk tickets and queues within SLA parameters.
  • Utilize and update internal knowledge base resources to assist with ticket resolution.
  • Meet key performance metrics, including First-Level Resolution (FLR), call handling, and customer satisfaction.
  • Other duties as assigned.

Qualifications : Education :

  • Required : High school diploma or GED (or higher degree if hired after October 1, 2024).
  • Preferred : Associate degree in an IT-related field.

    • Certifications :

  • Required : CompTIA A+ (or equivalent) within one year of hire.
  • Preferred : HDI-CSR or equivalent.

    • Experience :

  • Required : At least one year of customer service experience or completion of a Service Desk rotation in an IT apprentice program.
  • Preferred : Service Desk experience in a healthcare setting.

    • Skills & Abilities :

  • Proficiency in supporting Windows OS, Active Directory, Exchange, Microsoft Office, MacOS.
  • Basic troubleshooting of multi-function devices (printers, scanners, etc.).
  • Familiarity with iOS and Android device support using mobile device management tools.
  • Basic networking knowledge (TCP / IP, wireless, VoIP).
  • Knowledge of web programming and SQL Server is a plus.
  • Strong communication, multitasking, and problem-solving skills.
  • Ability to work independently and within a team.
  • High level of professionalism and customer service orientation.
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    It Service Desk Technician • San Bernardino County, CA, United States

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