IT Support Desk Technician (Entry Level)

Position Summary: The IT Support Desk Technician serves as the first point of contact for users seeking technical assistance. This role focuses on providing exceptional customer service over the phone and through other communication channels, ensuring that all support requests are handled courteously, efficiently, and accurately. The technician will gather detailed information, document issues thoroughly, and escalate as needed to ensure timely resolution. Key Responsibilities: Serve as the first point of contact for users via phone or email. Provide excellent customer service by maintaining a calm, professional, and empathetic tone. Follow proper phone etiquette — greet users, actively listen, clarify issues, and confirm understanding before taking action. Gather and document detailed information about user issues, including examples, error messages, and recent changes. Create, update, and manage service tickets in the IT support system. Perform basic troubleshooting for hardware, software, network, and account-related issues (i.e., password reset, installing updates, printer issues, etc.). Escalate complex or unresolved issues to higher-level support staff as appropriate. Follow up with users to ensure issues are resolved and satisfaction is achieved. Maintain knowledge of common support procedures, systems, and tools. Contribute to internal documentation and knowledge base articles. Skills and Qualifications: Strong communication skills, especially over the phone (clear, courteous, and professional tone). Excellent listening and note-taking skills to accurately capture user-reported issues. Basic understanding of computer hardware, operating systems (Windows/macOS), and common office applications (Microsoft 365, email, etc.). Ability to follow step-by-step troubleshooting guides. Customer-first mindset with patience and empathy. Strong organizational skills and attention to detail. Ability to work in customer-centered, team-oriented environment. Willingness to learn and grow technical knowledge. Company DescriptionHealthcare Strategies is a home health and hospice support company offering a full range of back-office services to the industry, including billing and collection services, ICD coding and OASIS review, and Clinical and Financial consulting and education. HCS also provides high quality software solutions for the industry, consisting of patient management, electronic medical records, Revenue Cycle management, financial and clinical reporting, etc. We take pride in offering the best customer service in the industry and truly believe our success is based on the success of our clients. We make every effort to ensure our clients reach their goals. HCS is in the heart of Chattanooga, TN. The office is easily accessible from any part of Chattanooga and North GA.