Junior Service Desk Technician

About the role

The Junior Service Desk Technician will serve as the first point of contact for end users seeking IT assistance. This role focuses on resolving common, well-documented issues, accurately capturing incidents and requests, and delivering a consistently positive customer experience.

Responsibilities

• Follow service desk processes, adhere to SLAs and operations standards.
• Receive and respond to IT support requests via phone, email, chat, or ticketing system.
• Accurately log, categorize, and prioritize incidents and service requests with clear, complete notes in alignment with ITIL-aligned incident and request practices.
• Perform basic troubleshooting, including password resets, application issues, connectivity problems, and standard system configuration.
• Provide basic triage and escalation support for clinical-im impacting issues, including Epic-related incidents, ensuring appropriate urgency, routing, and documentation.
• Resolve common hardware, software, and access-related issues using documented procedures and knowledge base articles, including basic access and sign-in issues for clinical systems.
• Support user account and access workflows with greater independence, including common access changes and group membership updates within Active Directory and/or Entra ID, within approved procedures.
• Own incidents through resolution with timely end-user communication and complete, accurate documentation that supports reporting, trend analysis, and problem investigations.
• Guide users through problem-solving steps and provide clear explanations of technical concepts.
• Escalate incidents that require deeper technical investigation while maintaining ownership of user communication and capturing impact, symptoms, and steps already performed.
• Contribute to knowledge base creation and maintenance by documenting repeatable solutions and improving existing articles.

Requirements

• At least one year of formal IT experience.
• Proven track record of being proactive, detail-oriented, and a strong problem solver.
• Analytical problem-solving and technical proficiency in Windows operating systems, common productivity tools, and ITSM platforms (e.g., ServiceNow, Zendesk, Jira Service Management).
• A foundational understanding of user account/access management, including experience with Active Directory and/or Entra ID.
• Physical readiness for sedentary work, including sitting for long periods and occasionally exerting up to 10 pounds of force.