What are the responsibilities and job description for the IT Support I position at PACS?
General Purpose
Answer incoming calls, gather information to create support tickets in our ticketing system, escalate tickets to support teams, troubleshoot and solve IT-related issues, respond to inquiries, and ensure that end-users can work smoothly with their technology tools.
Essential Duties
- Provide first-level technical support to end-users via phone, email, or chat, ensuring prompt and courteous assistance during After Hour times.
- Log and track all support requests in a helpdesk ticketing system, maintaining accurate and up-to-date records of issues and resolutions.
- Install, and update software applications, and hardware peripherals.
- Troubleshoot network connectivity issues, assisting with VPN access, Wi-Fi problems, and basic network-related inquiries.
- Educate end-users on best practices and self-help procedures, helping them resolve common IT problems independently.
- Escalate complex or unresolved issues to dedicated support teams, ensuring timely and accurate handoff.
- Assist in maintaining and updating IT documentation, knowledge base articles, and standard operating procedures.
- Collaborate with other IT support staff to identify recurring issues and propose solutions for continuous improvement.
Qualification (Education and/or Experience)
- High school diploma or equivalent; a relevant IT certification or degree is a plus.
- Proven experience in a customer-facing technical support role or relevant internship experience.
- Strong understanding of common desktop operating systems (Windows, macOS) and office productivity software (Microsoft Office, Google Workspace).
- Basic knowledge of computer hardware components, printers, and mobile devices.
- Excellent communication and customer service skills, with a patient and empathetic approach to problem-solving.
- Ability to work independently and collaboratively in a fast-paced environment. A strong commitment to maintaining confidentiality and data security.
Certificates, Licenses, Registrations
CompTIA A or similar preferred