Service Desk Representative

Job Title: Service Desk Representative Job Specialty: IT Support Job Duration: Contract, 27 weeks Shift: - First 4 weeks: Monday to Friday, 8:30 am - 5:00 pm for training- After training: Exact shift start time TBD Guaranteed Hours: 40.0 Hours per week Experience: - Minimum 2 years in Service Desk, Help Desk, or IT Support - 5 years in a healthcare environment preferred License: Not specified Certifications: - ITSM/ITIL/HDI certification preferred Must-Have: - High school diploma or equivalent- Excellent customer service, communication, and troubleshooting skills- Experience supporting Epic, Windows, Office, VPN, MFA- Familiarity with ServiceNow, Apple/Mac products, Citrix-based applications, SharePoint- Proven ability to work independently and as part of a team Job Description: - Provide technical support for desktops, laptops, mobile devices, phones, and network systems- Ensure security of organization by following protocols- Troubleshoot, research, resolve, and escalate technical issues- Guide new representatives and communicate with leadership to ensure service excellence- Test and assist in the integration of new technologies- Identify and respond to emerging issues by noticing trends and collaborating with other teams- Contribute to knowledgebase growth and maintain updated procedures- Take ownership of new information and update documentation- Escalate system hardware, software, or build issues for quality assurance- Communicate clearly and professionally across all channels- Maintain high standards in troubleshooting, communication, and quality- Adhere to attendance and timeliness guidelines- Efficiently perform job duties, multi-task, prioritize, and meet deadlines- Stay pro-active and demonstrate initiative- Respect and accept diversity- Protect privacy and security of data- General understanding of network topologies and security protocolsThis position requires someone who is self-directed, able to thrive in a dynamic environment, and eager to contribute to a team focused on excellent service delivery.