IT Service Desk Specialist

If you are wondering what makes TRIMEDX different, it's that all of our associates share in a common purpose of serving clients, patients, communities, and each other with equal measures of care and performance.

• Everyone is focused on serving the customer and we do that by collaborating and supporting each other
• Associates look forward to coming to work each day
• Every associate matters and makes a difference

It is truly a culture like no other - We hope you will join our team! Find out more about our company and culture here.

Summary

The IT Support Technician provides timely and accurate end-user technical support. Works on routine hardware and software issues, with focus on day-to-day operational activities. Provides immediate on-call systems maintenance, support, and enhancements including installs/upgrades to hardware and software. Monitors and troubleshoots system performance. Works with team members in identification of trending issues as well as responsible departments in prioritization for resolution.

Responsibilities


Accountabilities

• Provides 1st level support for enterprise hardware, software, network and other technical issues
• Ensures individual tickets are documented and managed timely
• Routes unresolved tickets to appropriate support groups for timely resolution
• Isolates trending support issues and works with other departments to prioritize resolution
• Identifies process efficiency improvements for optimizing performance
• Positively represents IT in new hire presentations and departmental meetings
• Based on project parameters, identifies, coordinates, participates, and delegates project tasks
• Assists with software installation, configuration and troubleshooting across multiple platforms

Problem Solving & Analysis

• Identify and resolve technical issues on multiple platforms
• Follow standard practices and procedures to analyze problems and/or data
• Escalates and collaborates non-routine technical issues or requests to senior members of the Service Desk or relative IT teams for resolution or fulfillment
• Analyze simple problems that have a set of possible solutions
• Able to determine the most appropriate procedure to follow

Decision Making / Autonomy

• Some work is assigned by management but opportunity for independent work
• Follows established procedures to complete assignments and is reviewed by senior technicians or management as necessary.
• Escalates technical issues or requests not defined by best practices to senior technicians, management, and/or appropriate escalate groups.
• Use standardized procedures to complete work under supervision

Communications / Interactions

• Communicate with Service Desk team members, relative IT Teams, and end-users to receive and share information.
• Communicates with Senior Technicians and/or Manager on status of issues and decisions
• All other duties as assigned.

Skills and Experience

Skills:

• Asset Management

• Help Desk

• Technology Standards, Policies and Procedures

• Technical Troubleshooting

• Attention to Detail

Education and Qualifications:

High school diploma or equivalent required.

Preferred:

• 1+ years of experience on a Service Desk/Help Desk team

• Associates degree in MIS Computer Science or related field

At TRIMEDX, we are committed to cultivating a workplace culture where every associate feels valued, supported, and empowered to thrive. This culture reflects our belief that our people are our foundation, their well-being is essential, and shared success is built through meaningful work, recognition, and opportunities for growth.

We embrace people's differences which include age, race, color, ethnicity, gender, gender identity, sexual orientation, national origin, education, genetics, veteran status, disability, religion, beliefs, opinions and life experiences.


Visit our website to view our Workplace Culture Commitment , along with our social channels to see what our team is up to: Facebook, LinkedIn , Twitter .

TRIMEDX is an Equal Opportunity Employer. Drug-Free Workplace.

Because we are committed to providing a safe and productive work environment, TRIMEDX is a drug-free workplace. Accordingly, Associates are prohibited from engaging in the unlawful manufacture, sale, distribution, dispensation, possession, or use of any controlled substance or marijuana, or otherwise being under the influence thereof, on all TRIMEDX and Customer property or during working/on-call hours.