Service Desk Technician (2Nd Shift Or Third Shift Option)

The Company:

3DR Laboratories provides post processing services to hundreds of hospital radiology departments, stand-alone imaging centers and radiology practices enabling them to obtain expert processing of their medical imaging cases within hours or even minutes for emergencies. 3DR Labs is open 24 hours per day and 7 days a week.

Visit us online at https://3drlabs.com to learn more about us.

We are searching for a Service Desk Technician "Level 1" to work our 2nd Shift: 4PM EST - 1AM EST or 3rd Shift: 12AM EST - 9AM EST. We are open to candidates from the following states where we already have established operations: AL, AR, AZ, FL, GA, IA, IL, IN, KS, KY, LA, MI, MS, NE, OH, OK, OR, PA, SC, SD, TN, TX, UT, WA, WI, WV.

This is a remote/virtual role.

Summary

The Service Desk Technician Level 1 is tasked with assisting 3DR employees and contractors with computer systems, hardware, and software. They are the first point of contact for users when seeking IT assistance. A successful person in this role has a good awareness of what the organization needs and a strong sense of positive customer service. Showing curiosity and the ability to quickly research issues and collaborate with others to get solutions deployed are important skills. Attention to detail and the drive to be thorough will greatly benefit a person in this role.

Essential Duties and Responsibilities:

• Staff the IT Support Call Queue responsibly – answer the calls promptly, efficiently, and with consideration to the team member calling in.
• Ticketed Requests – Gather all pertinent and necessary information for efficient troubleshooting. Append the Request with the information if not originally included.
• Be responsive via organization approved means of communication – phone, email, Teams.
• Provide customer / user assistance by troubleshooting issues and providing technical support.
• Escalate issues to the next tier when the level of difficulty increases beyond your level.
• Assign/reassign tickets accordingly and communicate with the new ticket owner of the change.
• Monitor all open tickets and queues, SLA’s, deadlines.
• Notify your manager of upcoming time sensitive Requests.
• Keep staff informed of ticket progress if the resolution is outside of agreed upon SLA.
• Work with Tier 2 support to ensure procedures meet 3DR standards & processes.
• Own the Requests assigned to you through to resolution and effectively communicate that resolution to the end users.
• Image and prepare computers for deployment.
• Image and re-inventory returned equipment.
• Upkeep hardware & software inventory.
• Maintain user PCs, including upgrades and preventative maintenance.
• One weekend a month, On-Call (Rotational Basis).
• Thorough documentation of processes / procedures in line with 3DR standards.
• Protect all confidential information obtained on the job by safeguarding it when in use, filing it properly when not in use, disposing of it properly and discussing it only with those who have a legitimate business need to know.
• Complete all assigned training courses in a timely manner. This includes, but is not limited to: Compliance, Information Security, and job specific trainings.

Additional Duties and Responsibilities:

• Prioritize charitable professionalism when interacting with our 3DR associates.
• Facilitate adoption of IT / Organization processes through educational direction.
• Ability to work in a team and communicate effectively.
• Shipping and tracking of equipment (laptops, peripherals, cables), ensuring timely delivery, working knowledge of FedEx and UPS shipping practices, & attention to priority for urgent packages.
• Other duties may be added and/or assigned as needed.

Knowledge, Skills, and/or Abilities Required:

• High School diploma or equivalent required.
• You have basic computer and operating system knowledge.
• High attention to detail while learning, troubleshooting, and during daily tasks.
• Punctual.
• High desire to own an issue/task through to resolution.
• High measure of organizational skills.
• Able to inventory currently assigned tasks and prioritize them respective of time, return, and difficulty.
• You have basic troubleshooting skills and an aptitude towards technology.
• You have a basic knowledge of Microsoft products.
• You are an excellent communicator, builds rapport easily; and are customer focused.
• You are creative and enjoy exploring new ways of doing things.
• You are bright and intelligent and deals with concepts and complexity comfortably.
• You practice attentive and active listening and can paraphrase effectively.
• You are able to work at variable times outside of normal business hours including evenings and weekends.
• You are a self-starter and enjoy taking the initiative.
• You enjoy working in a fast-moving environment.
• You are quality-focused and take pride in your work.
• You enjoy doing multiple activities at once to accomplish a goal and use resources effectively and efficiently.
• You are able to lift up to 50 pounds.
• You have a valid driver’s license.

EEO

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, age, veteran status, or disability status. We require an inclusive environment free from discrimination and harassment.

3DR Labs is a rapidly growing healthcare services & technology company, and we welcome and encourage all qualified applicants to apply. However, currently, we do not offer employment to applicants whose primary residences are in the following geographic locations: California, Colorado, Connecticut, Maryland, New York, Nevada, Rhode Island, Washington, Jersey City N.J., Cincinnati, OH and Toledo, OH.