Hospice of the Chesapeake

IT Service Desk Technician

Hospice of the Chesapeake  •  $51k - $65k/yr  •  Pasadena, MD (Onsite)  •  14 days ago
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Job Description

Job Location: Pasadena - Pasadena, MD 21122
Salary Range: $51,000.00 - $65,000.00 SalaryWe are seeking a dedicated and customer-focused IT Service Desk Technician to join Hospice of the Chesapeake’s IT team. In this role, you will be the first point of contact for our users, providing essential support to end users and ensuring smooth IT operations within our Microsoft Windows-based environment. This position offers a great opportunity for on-the-job learning and professional growth.
Key Responsibilities:
- Serve as the first point of contact for end-users seeking technical assistance.
- Manage support tickets by documenting details, user interactions, and status updates promptly.
- Respond to customer requests courteously, aiming to address initial inquiries within the SLA
- Escalate unresolved issues to higher-tier support, ensuring smooth hand-offs and continued communication.
- Utilize diagnostic tools and remote assistance for troubleshooting.
- Work with IT teams to validate solutions, confirm issue resolution, and coach users on preventing recurring problems.
- Maintain the reliability and performance of front-end IT infrastructure, including laptops, desktops, printers, telephony devices, and smartphones.
- Install applications and hardware accessories as needed.
- Contribute to the continuing improvement of IT processes.
- Perform user account management, including creation, maintenance, and termination of accounts.
- Assist users in effectively using software and hardware through direct support and informal training as needed.
- Commit to the growth of personal knowledge regarding IT procedures, products, and departmental services
- Other duties as assigned

Qualifications
- Minimum of 3 years of experience in customer support.
- Proficiency in Microsoft Windows and Office products.
- Familiarity with VoIP based telephony and computer networking is highly desirable.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Excellent problem-solving skills.
- Willingness to understand and follow HIPAA compliance guidelines.
Hospice of the Chesapeake

About Hospice of the Chesapeake

Hospice of the Chesapeake's mission is to care for life throughout the journey with illness and loss.

Hospice of the Chesapeake provides physical, psycho-social and spiritual support services to individuals living with and affected by advanced illness. These services are provided wherever the patient calls home. Hospice of the Chesapeake is committed to providing the best possible care for all regardless of their inability to pay. Using a team-oriented approach involving our physicians, nurses, social workers, home health aides, chaplains and counselors, allows us to ensure quality and compassionate care. Additionally, grief support services are available to all members of the community who have lost a loved one including community members who have experienced traumatic or sudden loss. When care at home is not possible, we can provide services at our inpatient care center.

The Chesapeake Life Center at Hospice of the Chesapeake provides individual grief counseling and support groups for a variety of populations including adults who have lost a loved one, children and teens, and survivors of homicide and suicide. Through Chesapeake Life Center, we operate two weekend camps for grieving children and teens. We are unique in that we provide grief support services to anyone in the community seeking support including those who have experienced a traumatic or sudden loss. The scope of services far exceeds that which is provided for in the Medicare Hospice Benefit.

Industry
Healthcare & Social Services
Company Size
201-500 employees
Headquarters
Pasadena, MD
Year Founded
1979
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