Service Desk Technician Job at Veritas Search Group, Irvine, CA

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  • Veritas Search Group
  • Irvine, CA

Job Description

About the Job

This role is responsible for providing comprehensive first-contact resolution (FCR) technical support to internal users across a diverse range of hardware, software, and specialized systems. The position requires strong technical skills, critical thinking, and effective communication, with a focus on delivering excellent customer service to support over 18,000 users across ~1,000 offices nationwide. The role primarily involves service desk support, with occasional in-person troubleshooting. The candidate will also collaborate with clinical and executive teams, ensuring seamless IT operations in a fast-paced, dynamic environment.

Key Responsibilities :

  • Serve as the primary point of contact for IT support, providing FCR for technical issues via phone, ticketing systems, or in-person support.
  • Troubleshoot and resolve a wide range of hardware, software, and network issues, including:
    • Practice management systems
    • Imaging systems and modalities ( PACS/DICOM for radiology and X-ray troubleshooting).
    • Standard applications such as Microsoft Office 365 and Windows OS.
    • Networking issues (basic diagnostics, such as IP configurations or identifying network hardware/software conflicts).
  • Document all troubleshooting steps, system information, and resolutions in the ticketing system for seamless handoffs and visibility.
  • Collaborate with field technicians or escalate issues as necessary for physical or advanced hardware repairs.
  • Provide exceptional support to internal users, including clinical staff executives, and administrative employees, ensuring minimal downtime.
  • Support system setup and maintenance for end-users, including hardware configurations, software installations, and updates.
  • Assist with maintaining and troubleshooting specialized systems and clinical tools.
  • Adhere to service-level agreements (SLAs) and ensure high levels of customer satisfaction.
  • Contribute to the creation and maintenance of technical documentation and knowledge base articles.
  • Actively participate in team collaboration, sharing knowledge, and assisting with peer development.

Qualifications :

  • Required :

    • Demonstrated experience in technical troubleshooting, especially in a service desk environment .
    • Proficiency in diagnosing and resolving a wide variety of IT issues (hardware, software, and network).
    • Familiarity with ticketing systems for tracking and documenting support requests.
    • Strong critical thinking and problem-solving skills with the ability to work unscripted.
    • Excellent written and verbal communication skills, with a focus on detail and clarity.
    • Customer-focused approach with a commitment to high-quality service.
    • Ability to manage multiple priorities and work in a dynamic, fast-paced environment.
    • Basic understanding of network concepts (IP addressing, ping vs. trace route, etc.).
  • Preferred :

    • PACS/DICOM modalities experience.
    • Experience working with specialized imaging systems (X-ray software/hardware troubleshooting).
    • Certifications such as CompTIA A+ , ITIL , or CCNA (preferred but not required).
    • Familiarity with ServiceNow or other IT service management tools.
    • Experience working in a healthcare/IT environment or with clinical systems.

Additional Information :

  • Work Schedule: 7 AM – 4 PM, 8 AM – 5 PM, or 9 AM – 6 PM. No remote or hybrid options; this role requires on-site presence .
  • Strong emphasis on collaboration, continuous learning, and willingness to tackle challenges without reliance on scripted solutions.
  • Candidates with military backgrounds or those with strong problem-solving and troubleshooting aptitudes are encouraged to apply.

Job Tags

Contract work, Remote job,

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