Service Desk Representative

Job Title: Service Desk Representative Job Specialty: General IT Support Job Duration: Contract (27 weeks) Shift: - Training: First 4 weeks, Monday to Friday, 8:30 AM - 5:00 PM - Post-training: Shift start time TBD Guaranteed Hours: 40 hours per week Experience: Minimum of 5 years of recent experience in Help Desk or Service Desk roles, preferably in healthcare organizations. License: N/A Certifications: IT Service Management (ITSM/ITIL/HDI, etc.) preferred Must-Have: - High School Diploma or equivalent (Some college or IT-related certifications preferred) - Strong customer service skills with proficiency in phone, email, and chat support - Familiarity with supporting Epic, Microsoft (Windows and Office), VPN, and multi-factor authentication - Experience with ServiceNow ITSM tool, Apple/Mac, Windows OS, remote access VPN, and Citrix-based applications - Understanding of privacy and security protocols - Ability to work both independently and as a team player - Excellent troubleshooting skills and attention to detail Job Description: - Provide technical support for various technologies including desktops, laptops, virtual machines, tablets, desk and mobile phones, printers, networks, VPNs, and integrated medical devices.- Safeguard organization security by following established access procedures.- Troubleshoot, research, diagnose, resolve, and escalate semi-complex technical issues or requests.- Support Service Desk Associates and new Representatives, maintaining communication with leadership for service excellence.- Test new technologies and support structures for integration across the team.- Identify emerging issues and trends, collaborate with teams, and leverage available information.- Contribute to knowledgebase growth and maintenance.- Stay updated on processes and procedures and responsive to environmental changes.- Take ownership of new information, updating colleagues and documentation as needed.- Escalate system hardware, software, or build issues for quality assurance and system stability.- Communicate clearly through all channels with accuracy and professionalism.- Demonstrate excellence in troubleshooting and communication, assisting others and answering questions.- Adhere to attendance and timeliness guidelines.- Perform job duties efficiently, including multi-tasking and prioritizing work according to departmental requirements.- Experience supporting remote customers and troubleshooting hardware.- Work systematically with close attention to detail and security/privacy considerations.- Demonstrate initiative, proactivity, and willingness to learn and be coachable.- Respect diversity, ensuring protection of patient and employee data privacy and security.