Service Desk Technician

Job Summary

Our client is seeking a contract resource to support enterprise-wide technical operations within the Service Desk and Technology Operations Center. This role serves as a primary escalation point for complex technical issues and provides advanced troubleshooting across endpoint systems, networking, server infrastructure, and enterprise applications. The technician bridges customer needs with application teams, infrastructure groups, and third‑party vendors to ensure timely resolution of incidents and service requests.

This position plays a critical role in maintaining service continuity, supporting healthcare operations, and delivering high‑quality technical support to staff, faculty, students, and affiliates.

• Serve as first point of contact for customers; gather, analyze, categorize, and oversee ticket assignments
• Provide highest-tier technical support for complex endpoint, application, and network issues
• Act as liaison between customers and technical teams, vendors, and service providers
• Troubleshoot advanced hardware, software, server, and networking issues (DHCP, TCP/IP, WAN/LAN, wireless)
• Manage incidents and service requests within the IT Service Management (ITSM) toolset according to priority
• Research and resolve issues using knowledge bases, documentation, and historical ticket data
• Maintain and contribute to internal knowledge articles – Escalate urgent or unresolved issues appropriately
• Follow up with customers to ensure complete issue resolution
• Provide guidance on IT policies and procedures
• Deliver technical training and support to users of varying skill levels
• Support customers via phone, email, chat, remote access tools, and in-person interactions
• Stay current with system updates, changes, and enterprise technology initiatives
• Assist in mentoring and guiding lower-tier support staff – Identify recurring issues and recommend process improvements
• Support healthcare‑specific systems and compliance requirements when applicable

• Thorough knowledge of endpoint and enterprise technical support systems
• Extensive experience troubleshooting Windows/Microsoft environments
• Strong working knowledge of Active Directory administration
• Advanced troubleshooting of computer hardware, printers, and peripheral devices
• Networking knowledge including WAN/LAN, wired/wireless connectivity, DHCP, TCP/IP
• Experience providing remote technical support
• In‑depth understanding of server internals for troubleshooting and issue isolation
• Experience managing incidents and service requests using ITSM tools
• Ability to delegate and elevate issues appropriately using sound judgment
• Strong analytical and problem‑solving skills
• Experience supporting users via phone, chat, email, remote tools, and in‑person
• Excellent written and verbal communication skills
• Demonstrated customer service orientation
• Ability to translate complex technical concepts for non‑technical audiences

• Bachelor’s degree in a related field and/or equivalent experience/training
• Minimum two (2) years of experience as a Service Desk Agent
• Knowledge of HIPAA regulations and healthcare IT environments
• Experience with Service Management tools (Service Now, Jira, Zendesk)
• Experience troubleshooting VPN, MFA, and mobile devices
• Experience supporting EMR/Epic systems
• ITIL Foundation knowledge
• Strong organizational skills in a dynamic, fast‑paced environment
• Demonstrated ability to quickly learn and apply new technologies

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft Certified Solutions Associate (MCSA)
• ITIL Foundation

Location:

Rancho Cordova, California

Job Type: Contract

Salary: $30 – $33 per hour

Work Hours:

8 am – 5 pm

Education:

No Degree Required

Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview…