IT Support – Tier 1
Pennant
full-time
Posted on:
Location Type: Office
Location: Hartford • Connecticut • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $65,000 per year
Job Level
Junior
Tech Stack
ServiceNow
About the role
- Serve as the primary point of contact for end users seeking technical assistance via phone, email, instant messaging, or in-person interactions
- Identify, troubleshoot, and resolve technical issues, escalating complex problems to the appropriate teams when necessary
- Install, configure, and maintain computer systems, software applications, and peripheral devices
- Effectively manage ticket queues and personal ticket backlog, prioritizing and resolving customer issues within agreed-upon service level agreements (SLAs)
- Proactively monitor and follow up on open tickets, ensuring timely updates to customers and driving issues to resolution
- Take ownership of assigned tickets, seeing them through from initiation to closure, and providing regular updates to customers on the status of their requests
- Collaborate with team members to share knowledge, seek assistance, and contribute to a positive and efficient work environment
- Continuously improve personal productivity and efficiency by implementing effective time management strategies and utilizing available tools and resources
- Stay organized and maintain accurate documentation of ticket details, troubleshooting steps, and resolutions for future reference and knowledge sharing
- Strive for continuous professional development by seeking opportunities to enhance technical skills, customer service expertise, and healthcare industry knowledge
- Collaborate with cross-functional teams to implement and maintain IT projects, such as system upgrades, migrations, and new application deployments
- Contribute to the development and documentation of IT policies, procedures, and guidelines to ensure compliance and best practices in the healthcare context
- Stay up to date with the latest technological advancements and industry trends in both IT and healthcare, actively pursuing opportunities to expand technical skills and knowledge
- Provide guidance and training to end-users on the effective use of technology solutions tailored to their specific needs, promoting self-help resources and best practices
- Maintain accurate records of customer interactions and technical issues in our ticketing system, ensuring thorough documentation for future reference and knowledge sharing
- Contribute to the creation and maintenance of knowledge base articles, as well as support automation tools such as chatbots and predictive AI.
Requirements
- A passion for technology
- BS Degree in Computer Science or Information Systems, or equivalent experience
- 1+ Years of experience providing technical support
- Experience with a ticketing system such as Zendesk or ServiceNow
- An understanding of Active Directory and M365
- Excellent problem-solving skills
- Willingness to learn new tech and advance your career
- Good verbal and written communication skills
- A strong work ethic, with a focus on delivering quality service and support.
Benefits
- Full benefits package (medical, dental, vision, 401(k) with match)
- Paid time off, holiday pay, and professional development
- True Work-Life balance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingticket managementsystem installationsystem configurationsoftware applicationsActive DirectoryM365customer serviceIT project implementation
Soft skills
problem-solvingcommunicationtime managementcollaborationorganizational skillscustomer focusself-motivationadaptabilityteamworkcontinuous learning
Certifications
BS Degree in Computer ScienceBS Degree in Information Systems