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Service Desk Tech I JOB SUMMARY Provides first-line user and technical support and delivers quality customer service to KDMC IST customers. Receives requests, analyzes and diagnoses hardware and software problems, resolves problems, and answers questions. If necessary, directs inquiries or escalates problems to the appropriate staff. DUTIES AND ESSENTIAL FUNCTIONS Overall performance rating of below indicated essential job duties: Provides first-line user support and delivers quality customer service to KDMC Service Desk customers by: Answering, evaluating and prioritizing all requests for assistance such as incoming telephone calls, voice mails, e-mails, in-person requests, etc. Interviewing the customer to gather information about their questions and/or problems. If appropriate, leading the customer through procedures to diagnose the problem. Utilizing problem management...