IT Service Desk Technician

The IT Service Desk Technician’s role provides technical support to all PruittHealth partners and PruittHealth Contractors facing problems related to hardware, software, and networking. They are responsible for troubleshooting problems faced by PruittHealth partner’s PCs, laptops, and mobile phones by identifying issues, documenting and analyzing them.

The IT Service Desk Technicians receive trouble tickets (Incidents or Service Requests) raised by PruittHealth partners through our Service Desk Portal, telephones or in-person, as they are the single point-of-contact for all PruittHealth Partners to report IT Related issues.

KNOWLEDGE, SKILLS, & ABILITIES:

1. Manage Service Desk tickets in a timely manner
2. Respond to customer issues via phone, service portal and walk in requests
3. Provide excellent IT Customer Support Service
4. Document all partners IT issues and interactions
5. Troubleshoot to resolve all partners reported issues or service requests
6. Escalate issues to the next Tier with next level of difficulty
7. Install, make changes and repair computer hardware and software
8. Follow-up with customers to ensure issues are resolved
9. Handle any Incidents or Service Requests assigned by their IT Service Desk Manager or Executive Director
10. Proficient utilizing Active Directory, Exchange and troubleshooting of Network Printers
11. Knowledge, understanding and troubleshooting of CITRIX, Thin Clients and Windows Embedded Clients
12. Knowledge, understanding and troubleshooting of, Laptops, iPhones and iPads
13. Strong Service Desk Best Practices, working on a fast pace technical support call center environment.

· Bachelor’s Degree Required

· A+ Certification, MCDST

· Two to Five years of experience supporting end user devices PC’s, tablet PC, Thin Client devices, printers, faxes in a Windows and Citrix environment.

· Excellent verbal and written communication skills

· Proficiency with Microsoft Office 365

· Windows Operating System and Internet Applications

· MCP/A+ Certification

· Customer Service Experience

· Citrix

· Thin Client Devices

· Working technical knowledge of current thin client technologies and standards.

· Excellent hardware troubleshooting experience.

· Strong, hands-on technical knowledge of WYSE, Microsoft and Apple end user device systems