IT Support I

The IT Support Tier I role at PACS serves as the first contact for technology support requests and focuses on fast response, quality documentation, and proper triage.

Responsibilities

• Act as the first point of contact for technology support requests via phone, ticketing system, email, and other approved support channels.
• Deliver friendly, professional, customer-focused support during every interaction.
• Collect relevant details, determine the nature of the issue, and document requests accurately.
• Set expectations for troubleshooting, escalation, and resolution timelines.
• Maintain composure and professionalism when supporting frustrated or non-technical users.
• Complete initial troubleshooting using documented procedures and knowledge articles.
• Confirm whether the request is within Tier I scope.
• Escalate issues that require advanced troubleshooting, elevated permissions, administrative access, or specialized expertise.
• Escalate unresolved items after reasonable Tier I troubleshooting, generally within established Service Desk handling guidelines.
• Ensure escalated tickets include clear documentation, troubleshooting steps performed, user impact, and any relevant screenshots or supporting details.
• Avoid unnecessary delays by escalating when issues exceed Tier I capabilities.
• Maintain complete ticket documentation in ServiceNow or other approved ITSM platforms.
• Document customer interactions, troubleshooting completed, resolutions provided, and escalation details.
• Categorize, prioritize, and route tickets appropriately.
• Follow established Service Desk processes, workflows, and operational procedures.
• Use knowledge articles as the primary resource for resolution.
• Identify knowledge gaps and submit recommendations for improvement.
• Provide feedback that improves frontline support documentation.
• Collaborate with Tier II and III, Engineering, Systems, Security, EHR, and other service teams to support smooth transitions.
• Attend team meetings, training sessions, and continuous improvement activities.
• Support organizational initiatives and technology rollouts when directed.

Requirements

• High school diploma or equivalent required.
• Associate degree in Information Technology or related field preferred.
• 0–3 years of experience in a Help Desk, Service Desk, Technical Support, Customer Support, or related role.
• Experience using ticketing systems or customer service platforms preferred.
• Healthcare support experience is a plus.
• CompTIA A+ or Network+.
• ITIL Foundation.
• Microsoft Fundamentals Certifications.
• HDI Support Center Analyst.
• Strong customer service mindset; professional and courteous communication.
• Ability to build rapport and communicate technical concepts to non-technical users.
• Active listening skills; strong verbal and written communication.
• Ability to follow troubleshooting procedures and make sound escalation decisions.
• Attention to detail and accuracy; dependable and punctual.
• Positive attitude and willingness to learn.
• Ability to work effectively in a structured, process-driven environment.

Technologies

• ServiceNow
• Microsoft 365
• Microsoft Teams
• Outlook
• MFA
• Windows
• macOS
• VPN
• ITSM

Typical Tier 1 Support Activities

• Password resets
• Multi-factor authentication (MFA) assistance
• Account lockout support
• Microsoft 365 basic support
• Outlook and Teams assistance
• Basic printing issues
• Basic application access issues
• Windows and macOS login issues
• Basic Wi-Fi and connectivity troubleshooting
• Basic VPN assistance
• Hardware and peripheral support

Core Competencies - Technical Knowledge

• Microsoft 365 user and group management
• Windows and macOS operating systems
• Microsoft Teams
• Outlook
• Password management and MFA
• Basic networking concepts
• Printers and peripherals
• Ticketing systems and Service Desk workflows

Key Performance Indicators

• Customer satisfaction scores
• Call quality and professionalism
• Ticket documentation accuracy
• First-contact resolution rates
• Proper use of escalation procedures
• Ticket handling efficiency
• Adherence to Service Desk processes and standards
• Continuous learning and professional development

Compensation

• $20-$25/hour depending on experience

Location

• Salt Lake City, UT (onsite)

Benefits

• Health Coverage: Medical, dental, and vision plans.
• PTO and Vacation: Generous paid time off and holidays.
• Financial Wellness: Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• Retirement Planning: 401(k) plan with company contributions.
• Support When You Need It: Employee Assistance Plan (EAP) for confidential personal and professional support.