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Service Desk Representative
1 month ago
Key Responsibilities:
- Technical Support: Assist customers with desktops, laptops, virtual machines, tablets, phones, printers, networks, VPNs, medical devices, and software.
- Security Compliance: Follow protocols to prevent unauthorized access and protect system resources.
- Troubleshooting: Diagnose and resolve semi-complex technical issues; escalate as needed.
- Team Support: Guide Service Desk Associates and new Representatives; communicate with leadership for service excellence.
- Knowledge Maintenance: Contribute to knowledgebase growth; stay updated on processes and changes.
- Emerging Issues: Identify and address trends; test new technologies for integration.
- Communication: Provide clear, professional communication via various channels; ensure accuracy and appropriateness.
Skills and Qualities:
- Exceptional customer service and communication skills.
- High technical aptitude and strong PC literacy.
- Ability to work under pressure and manage priorities.
- Detail-oriented with a strong sense of urgency regarding security practices.
- Team player with a proactive and adaptable attitude.
Education and Experience:
- Minimum: High School Diploma or equivalent. 2+ years of experience in Service Desk or IT Support. Relevant technical certifications or vocational training.
- Preferred: Associate’s degree or higher in IT or related fields. 5+ years of experience in a healthcare environment. Familiarity with ServiceNow, Apple/Mac products, Windows OS, VPN, Citrix, Epic EMR, and multi-factor authentication tools.
Work Environment:
- Fast-paced, 24/7/365 healthcare support environment.
- Regular reading and understanding of work emails, shift reports, and group chats.
