What is your mission?

• Provide Level 1 technical support to business and clinical end users
• Manage and resolve high-volume tickets using ServiceNow ticketing system
• Deliver phone-based support and assist users with IT-related concerns
• Troubleshoot hardware, software, peripherals, and basic networking issues
• Support Windows operating system environments and related applications
• Utilize Active Directory for user account management and access support
• Document incidents, troubleshooting steps, and resolutions accurately
• Analyze, prioritize, and escalate incidents following IT service management processes
• Coordinate with internal teams, end users, and vendors for issue resolution
• Use Microsoft Office tools including Excel, Word, Access, and Outlook for reporting and communication
• Support internet applications, browsers, and general IT system usage
• Maintain service quality, productivity, and response time standards

Who are we looking for?

• Bachelor’s degree in any field
• At least 2+ years of Service Desk or IT Helpdesk experience
• Experience providing Level 1 technical support to business or clinical users
• Proven experience handling high-volume ticket environments and phone-based support
• Proficiency in ServiceNow for incident and ticket management
• Strong knowledge of Windows operating systems, basic networking, hardware, software, and peripherals troubleshooting
• Experience using Active Directory for user and access management
• Strong ability to document incidents, resolutions, and technical processes clearly
• Proficiency in Microsoft Office tools including Excel, Word, Access, and Outlook
• Knowledge of internet technologies, browsers, and search engines
• Ability to analyze, prioritize, and escalate incidents based on defined IT processes
• Strong English communication skills both verbal and written
• Excellent customer service, follow-up, and documentation skills
• Strong problem-solving and analytical thinking abilities
• Ability to remain professional under pressure in a fast-paced environment
• Strong time management, organization skills, and adaptability to change
• Customer-focused mindset with emphasis on quality, productivity, and continuous improvement