Service Technician I - IT Help Desk

About the role

The Service Technician I – IT Help Desk provides specialized hardware support and repairs for user departments across VytlOne. Working remotely across the Continental US, the technician resolves hardware, software and communications issues, ensuring reliable IT services for the company’s pharmacy solutions operations.

Key responsibilities

• Investigate, analyze and resolve hardware, software and communications problems on PC‑based systems.
• Perform complex hardware repairs and maintenance on computers and peripherals.
• Install, integrate and configure new computer systems and hardware for end‑users.
• Provision, modify and de‑provision user access in line with access policies and SOPs.
• Review, prioritize and process problem reports, documenting progress and outcomes.
• Document technical processes, support procedures and contribute to standardization.
• Assist with quarterly audits of system access, software licensing and related compliance.
• Maintain high‑quality customer service and meet ticket SLA targets.

Required profile

• High school diploma or equivalent required; Bachelor’s degree in MIS, Computer Science or related field preferred.
• 1–2 years of experience in PC maintenance, hardware repair and application software support.

Required skills

• Hardware repair and maintenance.
• Software and communications troubleshooting.
• System installation and configuration.
• User access provisioning and de‑provisioning.
• Ticket resolution and SLA adherence.