Service Desk Technician at Vaco, LLC
Irvine, CA 92614
About the Job
On-site, 5 days/week
Location: Irvine, California
Job Summary: Under the direction of the Manager of IT Enterprise Operations, the Technician, IT Enterprise Operations I, will be responsible for providing first-level technical support to internal employees. This role involves troubleshooting and resolving IT-related issues, managing service requests, and ensuring a high level of customer satisfaction. The ideal candidate will have strong technical skills, excellent communication abilities, and a customer-focused approach. Additionally, the Service Desk Technician will support clinical technology, ensuring that medical devices and systems are functioning properly, and provide support for Epic, the electronic health record (EHR) system.
Key Responsibilities:
- Deliver first-level technical support to internal employees through phone, email, and in-person interactions.
- Efficiently diagnose and resolve hardware, software, and network issues.
- Manage and prioritize service requests and incidents effectively using the service desk ticketing system.
- Document and track all service requests and incidents, ensuring timely resolution and follow-up.
- Support the setup and configuration of new hardware and software.
- Provide one-on-one end-user problem resolution with remote desktop tools, telephone, and in person.
- Manage assigned help tickets, ensuring maximum issue resolution in minimal time while focusing on end-user needs.
- Perform multiple technical tasks and routinely upgrade skills to meet changing job conditions.
- Create and maintain documentation for IT systems, network diagrams, workflow diagrams, and troubleshooting procedures.
- Respond promptly to IT emergencies, such as system outages, to minimize operational downtime.
- Adhering to the Business Policy of the SLA requirements standard.
- Maintain and update IT documentation and knowledgebase articles.
- Collaborate with other IT teams to escalate and resolve complex issues.
- Provide training and support to end-users on IT-related topics.
- Support clinical technology, including troubleshooting and maintaining medical devices and systems.
- Provide support for Epic by troubleshooting and resolving issues related to the EHR system.
- Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- 1-2 years of experience in a technical support or service desk role.
- Ability to multi-task effectively without compromising the quality of work.
- Strong analytical skills with the ability to draw conclusions and make independent decisions based on limited information.
- Strong knowledge of Windows and Mac operating systems.
- Familiarity with common IT hardware and software, including desktops, laptops, printers, and mobile devices.
- Excellent problem-solving and troubleshooting skills.
- Effective communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Customer-focused with a commitment to providing high-quality service.
- Ability to maintain confidentiality, meeting deadlines, setting priorities, and adapting to changing work priorities.
- Hands-on experience with IT service management tools and ticketing systems.
- Relevant certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional (MCP).
- Knowledge of networking concepts and technologies.
- Experience with clinical technology and medical devices.
- Experience with Epic or other EHR systems.
- This position may require occasional evening or weekend work to support IT projects or resolve critical issues.
- Work on-site to enhance team communication and foster collaboration.
- Medical, dental, and vision insurance
- Paid time off
- Tuition Reimbursement
- 401K
- Paid time to volunteer in your local community
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.
