VitalCORE is hiring a
Service Desk Tier 1-2 in United States

Summary

The company is seeking a dedicated Service Desk Technician with both Tier 1 and Tier 2 support capabilities for an onsite role. The ideal candidate should have experience as a service desk technician or relevant position, strong knowledge of Microsoft products, and excellent communication skills. They will be responsible for responding to incoming service desk requests, diagnosing and resolving technical issues, collaborating with team members, and adhering to company policies.

Requirements

• Proven experience as a service desk technician, IT help desk technician, or relevant position
• Strong knowledge of Microsoft products, including Windows OS, Office/M365, and Azure
• Familiarity with both on-prem Active Directory and Azure AD
• Ability to administer Teams, SharePoint, and Outlook
• Ability to diagnose and resolve technical issues promptly
• Ability to diagnose and resolve basic networking issues involving connectivity, VPN, and IP configuration
• Ability to diagnose and resolve issues involving network printers
• Excellent communication and problem-solving skills
• Familiarity with remote desktop applications (Ninja, ConnectWise, RDP)
• Familiarity with service desk applications (Jira, ServiceNow)
• High degree of professionalism, especially when handling user issues

Responsibilities

• Respond to incoming service desk requests via phone, email, and chat
• Provide first-level contact and convey resolutions to customer issues
• Escalate unresolved queries to the next level of support
• Properly log all incidents and service requests
• Diagnose and resolve technical software, hardware, peripheral, and basic networking issues
• Guide users through step-by-step solutions in a clear and concise manner
• Provide desk-side support for all staff, including senior executives
• Collaborate with team members to ensure smooth and efficient support operations
• Create and maintain technical documentation and contribute to the knowledge base
• Adhere to all company policies, especially regarding data security and privacy

Preferred Qualifications

• CompTIA: A+ or Net+
• Microsoft 365 Certified: Fundamentals
• CCNA
• Microsoft 365 Certified: Endpoint Administrator Associate
• Microsoft 365 Certified: Teams Administrator Associate
• Microsoft 365 Certified: Azure Administrator Associate

Benefits

• Opportunities for development
• Opportunities for advancement
• Positive work environment