Job Description
The Sarnova Family of companies includes Digitech Computer, Bound Tree Medical, Tri-anim Health Services and Cardio Partners.
Digitech is a leading provider of advanced billing and technology services to the EMS transport industry. Since its founding in 1984, Digitech has refined its software platform to create a cloud-based billing and business intelligence solution that monitors and automates the entire EMS revenue lifecycle. Digitech leverages its proprietary technology to offer fully outsourced services that maximize collections, protect compliance, and deliver results for clients.
Summary:
The Service Desk Technician (SDT) serves as a key technical resource responsible for assessing, resolving, and escalating support requests from internal and external users. This role provides front-line hardware, software, and application support across multiple communication channels, including phone, email, and ticket submissions. The technician is also responsible for maintaining and contributing to internal knowledgebase documentation while ensuring high-quality service delivery.
Essential Duties and Responsibilities:
Provide first level support to technical support to users for hardware, software, and application-related issues
Respond to support requests via telephone, email, and ticketing system in a timely and professional manner
Assess incoming requests, gather relevant information, and document actions taken in the ticketing system
Troubleshoot basic to intermediate issues with desktop/laptop hardware, Windows operating systems, and business applications
Utilize knowledgebase (KB) articles to research and resolve technical problems; escalate issues requiring advanced expertise
Create, update, and maintain knowledgebase articles documenting procedures, troubleshooting steps, and solutions
Monitor and track the status of open issues to ensure timely resolution in accordance with defined SLAs
Communicate trends or recurring issues to management for review and process improvement.
Participate in on-call rotation for after-hours support when needed; work weekends and holidays based on business or client needs
Support compliance with corporate policies and applicable data privacy laws
Additional job duties as assigned
Skills/Experience Required:
Education: High School Diploma or equivalent required
CompTIA A+ certification preferred (or equivalent technical experience)
1–2 years of helpdesk or technical support experience
Strong understanding of desktop support concepts, specifically Windows OS environments and PC hardware
Ability to read and interpret technical manuals, documentation, and procedures
Strong analytical and problem-solving skills with attention to detail
Self-motivated and able to manage multiple priorities in a fast-paced environment
Excellent verbal, written, and interpersonal communication skills
Experience working in a team-oriented, collaborative environment
Knowledge of data privacy and security best practices is a plus
Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment
Physical Requirements:
Ability to talk, hear, and see clearly to read and interpret information
Regular use of a computer, phone, and standard office equipment
May be required to travel for business purposes
Ability to secure confidential information
Perform all duties in a professional environment free of noise or anything that would create a negative customer experience
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Schedule: Employee will be required to work a minimum of forty (40) hours of per week or as many hours as it may take to perform above job duties. Schedule may vary based on business demands and will require a combination of office hours as well as work performed after hours and/or weekends at times.
Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EO/M/F/Veterans/Disabled.
Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.
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