Service Desk Technician

Description

Headquartered in Louisville, Kentucky, 3DR Labs, the largest 3D medical image post-processing lab in the U.S., provides 24/7/365 access to more than 200 expert radiologic technologists and to state-of-the-art imaging software. Founded in 2005, 3DR Labs provides services to over a thousand hospital imaging departments, stand‑alone imaging centers, and radiology practices. Turnaround times for CT and MRI exams are guaranteed within hours or even minutes.

With 3DR Labs, hospital imaging leaders have access to a high level of expertise and experience a truly collaborative relationship.

Visit us online at  to learn more about us.

The Service Desk Technician is tasked with assisting employees and contractors with computer systems, hardware, and software. They are the first point of contact for users when something goes wrong and needs to be fixed on their machine. A successful person in this role has 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.

• Tickets - calls, emails, alerts. Gather all necessary information for tickets and create tickets in a timely manner for incoming help desk requests.
• Respond to customer / user concerns via phone, email, and chat.
• 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.
• Monitor all open tickets and queues, SLA’s, deadlines.
• Keep staff informed of ticket progress if the resolution is more than 1 hour, work with the senior technician to ensure procedures meet 3DR Labs-Strings standards.
• Follow-up with customers / users to ensure issues are resolved.
• Image and prepare computers for deployment.
• Maintain user PCs, including upgrades and configuration as needed.
• Organize and maintain IT assets.
• 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.

• Improve customer service, perception, and satisfaction.
• Improve usage and increase productivity of IT support resources.
• Ability to work in a team and communicate effectively.
• Shipping and tracking of equipment (laptops, peripherals, cables), ensuring timely delivery, working knowledge of Fed Ex and UPS shipping practices, & attention to priority for urgent packages.
• Other duties may be added and/or assigned as needed.

• High School diploma or equivalent required.
• Basic computer and operating system knowledge.
• Basic troubleshooting skills and an aptitude towards technology.
• Basic knowledge of Microsoft products.
• Excellent communicator; builds rapport easily; and are customer focused.
• The ability to pay high attention to detail and take a consistent ownership of tasks through to resolution.
• Creative and enjoy exploring new ways of doing things.
• Bright and intelligent and deals with concepts and complexity comfortably.
• Attentive and active listening and can paraphrase effectively.
• Self‑starter and enjoy taking the initiative.
• Enjoy working in a fast‑moving environment.
• Quality‑focused and take pride in your work.
• Enjoy doing multiple activities at once to accomplish a goal and use resources effectively and efficiently.
• Able to lift up to 50 pounds.
• A valid driver’s license.

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.