IT Service Desk Technician III

Job Description

Job Description

Overview

Founded in 1967, ImageFIRST® is the largest and only national linen rental and laundry service specializing in the healthcare market. Acquired by private equity firm Calera Capital in 2018, ImageFIRST serves medical facilities nationwide providing linen, patient gowns, scrubs, and more while managing their clients’ linen inventory for cost management. As leaders in infection prevention, they currently own and operate the most HLAC-accredited facilities in the industry. With one of the highest customer retention rates in the industry – 97% – ImageFIRST is dedicated to improving patient satisfaction and making staff happy with our white glove service!

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Responsibilities

The IT ServiceDesk Technician III is responsible for providing technical assistance and support related to the organization’s computer systems, hardware, and software applications. This individual will be the initial point of contact for all end-user requests and issues. They will manage assigned requests submitted through the Service Desk application as well as those requested by phone or in person. They will need to evaluate and prioritize each request and determine the appropriate solution. Requests needing higher level support will require proper escalation based on defined criteria and service level agreements. The IT ServiceDesk Technician will need to communicate effectively with end-users and walk them through problem solving processes. 

This role reports directly to the Manager of IT Support Services but will interact with the management at all levels of the organization and information technology professionals to provide IT Services. The successful candidate will be a highly driven, self-managed individual who demonstrates initiative and proactively seeks solutions to problems.

RESPONSIBILITIES:

• Provide advanced technical support for desktop systems.
• Provide end user support of desktop systems.
• Provide complex and challenging technical troubleshooting support for lower-level technicians.
• Provide trend-analysis for technical issues to address issues pro-actively
• Installation/automation of desktop operating systems.
• Installation/automation of desktop software.
• Respond/resolve/document support requests related to project work.
• Document solutions for well-known issues and maintain knowledge base.
• Knowledge and setup of iOS and Android mobile devices.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS:

• Minimum of 5-7 years' experience in end-user support
• Technical knowledge and minimum of 5-year experience with desktop operating systems, Windows 10 and 11.
• Technical knowledge and minimum of 5-year experience installing desktop software.
• Strong written/verbal communication skills, organizational abilities, attention to detail.
• Ability to multitask and prioritize tasks.

Qualifications

Required Competencies:

• Be Respectful: Value all we come in contact with
• Be Remarkable: Create a positive moment with every interaction
• Be Safe: Keep ourselves and those around us safe
• Be Honest: Be guided by truthfulness in all we do  

Benefits:

• Weekly pay
• Medical, Dental, Vision 
• Pet, Legal, and Hospital Indemnity Insurance 
• 401k (match)
• Paid Time Off Package
• Paid Parental Leave
• Tuition Reimbursement 
• Referral Program
• Great company culture
• Collaborative team environment 

EOE / Drug-Free Workplace 

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by applicable law.  We are fueled by the talent, passion, and diversity of our associates.