> Markdown version of [/jobs/ext/164436-service-desk-tech-i](https://www.wearedevelopers.com/jobs/ext/164436-service-desk-tech-i). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Tech I - **Company:** Vcu Health System Authority - **Location:** Richmond, VA, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Network Troubleshooting, Information Technology - **Published:** May 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=9408e32f852f2c66 ## About the Role 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.), Physical Requirements: Manual dexterity (eye/hand coordination), Perform shift work, Hear alarms/telephone/tape recorder, Repetitive arm/hand movements, Color Vision, Mental / Sensory: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking ## Description **This is a hybrid position; on-site as needed for meetings or collaboration** 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. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [It's not easy being green](https://www.wearedevelopers.com/videos/558-it-s-not-easy-being-green) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) ## Related Articles - [How to Find Tech Jobs in Vienna](https://www.wearedevelopers.com/magazine/292-how-to-find-tech-jobs-in-vienna) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)