Service Desk Technician I

The Service Desk Technician I serves as the primary point of contact for end-user IT support. This Tier 1 role focuses on resolving common technical issues, delivering a high-quality customer experience, and ensuring timely resolution or appropriate escalation of incidents. The position is ideal for entry-level to early-career professionals seeking to build foundational IT support skills in a fast-paced, service-oriented environment., * Troubleshoot and resolve issues related to Windows and macOS operating systems, standard business applications, hardware, networking (LAN/WAN, VPN, Wi-Fi), and peripherals (printers, phones, mobile devices).

Provide support via phone, Microsoft Teams chat, email, remote tools, or in person.

Incident Management & Ticket Management:

• Answer, log, track, and manage incidents and service requests using the ticketing system.
• Prioritize requests according to defined service levels and business impact.
• Maintain clear, accurate, and concise ticket documentation.
• Confirm issue resolution with users prior to ticket closure.

User & Device Administration:

• Perform password resets, account unlocks, account creation, and basic permission changes using Active Directory or similar identity management tools.
• Assist with workstation setup, hardware troubleshooting, and standard software installations.

Documentation & Knowledge Management: Creating and updating knowledge base articles and documentation for recurring issues.

Escalation & Collaboration:

• Identify issues outside Tier 1 scope and escalate to Tier 2 or Tier 3 teams with thorough documentation of troubleshooting steps already taken.
• Collaborate with IT team members to support service desk goals and continuous improvement.

Do you have experience in Patient interaction?, Do you have a High school diploma or GED?, Technical & Problem Solving:

• Basic knowledge of Windows and/or macOS operating systems.
• Familiarity with Microsoft 365, email platforms, and common business applications.
• Fundamental understanding of hardware, peripherals, and basic networking concepts.
• Ability to follow structured troubleshooting processes and think analytically.

Customer Service & Communication:

• Strong verbal and written communication skills.
• Ability to explain technical concepts in clear, user-friendly language.
• Patient, service-oriented approach with a focus on user satisfaction.

Organize & Work Style

• Strong attention to detail, particularly in ticket documentation.
• Ability to manage and prioritize multiple requests in a fast-paced environment.
• Ability to work effectively both independently and as part of a team.

Experience:

• 1-2 years of experience in a help desk, service desk, technical support, or customer service role preferred.
• Entry-level candidates with strong customer service skills and technical aptitude are encouraged to apply.

Education & Certifications

Minimum: High school diploma or GED; relevant training or certifications preferred.

Preferred: Associate's or Bachelor's degree in Computer Science, Information Technology, or Information Systems.

Common Certifications (Preferred):

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• ITIL Foundation

Work Environment & Physical Demands:

Hybrid work environment with prolonged periods of sitting and computer use.

• Must be able to lift up to 15 pounds occasionally.

Work Authorization Requirements: Authorized to work in the USA.

Pulled from the full job description

• Opportunities for advancement

Pure Infusion is a leading healthcare infusion services company providing high-quality, patient-centered infusion therapy across multiple clinic locations. Born from the merger of Pure Infusion Suites and Aleracare, we are building a unified organization grounded in a strong culture of excellence, accountability, and genuine care for patients and employees alike. Headquartered in Salt Lake City, Utah, with operations spanning multiple states, we are in a pivotal stage of growth and integration-and we're looking for people who want to help shape what comes next.