Service Desk Technician

The Service Desk Technician at MedQuest Associates LLC provides technical support to end-users by troubleshooting, diagnosing, and resolving IT incidents. This onsite role in Alpharetta, GA supports MedQuest computer users across multiple centers in the WAN.

Key Responsibilities

• Respond to service requests and inquiries from end-users promptly and professionally.
• Provide technical assistance by troubleshooting hardware and software issues and guiding users to workable solutions.
• Deliver customer service with active listening and empathy while working through end-user concerns.
• Maintain continuity of computer systems for system users across MedQuest centers nationwide via the WAN.
• Field telephone calls and email messages from MedQuest employees seeking guidance on technical problems.
• Listen, ask targeted questions to diagnose the issue, and walk customers through problem-solving steps.
• Log, track, and prioritize incidents and service requests in a ticketing system.
• Diagnose and resolve technical problems related to computer systems, software, and hardware.
• Escalate complex issues to higher-level IT support personnel when required.
• Assist end-users with software installation, configuration, and troubleshooting.
• Support users with common applications, including Microsoft Office Suite and organization-specific software.
• Perform software updates, patches, and maintenance tasks.
• Install, configure, and maintain desktops, laptops, printers, and other hardware devices.
• Diagnose hardware issues, replace defective components, and coordinate hardware repairs when necessary.
• Manage hardware inventory and asset tracking.
• Provide remote support for off-site or remote employees, ensuring necessary tools and connectivity.
• Troubleshoot network and connectivity issues and support VPN setup and configuration.
• Maintain and update documentation of typical issues, solutions, and troubleshooting procedures.
• Create and update knowledge base articles to support self-service for end-users.
• Educate end-users on security best practices, including password management, phishing awareness, and data protection.
• Assist with enforcing security policies and access controls.
• Collaborate with other IT teams to resolve complex issues and support IT projects.
• Work closely with other support staff, including desktop support, network administrators, and system administrators.

Required Qualifications

• High school diploma or equivalent.
• Three years equivalent experience in PC Hardware, Software, Network, and Customer Service.
• Strong logical and analytical skills with the ability to troubleshoot and solve problems effectively.
• Strong technical knowledge of Microsoft operating systems, MS 365 applications, and PC peripherals.
• Familiarity with network operations, network hardware/software, and telecommunications equipment.
• Strong customer service orientation, including exceptional customer service and telephone skills.
• Outstanding oral and written communication skills.
• Ability to manage multiple concurrent projects.

Preferred Qualifications

• Degree in information technology or a related field (plus).
• Previous experience in a service desk or technical support role (preferred, not mandatory).

Relevant Technologies

• Microsoft Office Suite
• MS 365 applications
• MS operating systems
• VPN

Role Location

Alpharetta, GA (onsite)