Service Desk Representative

Job Title: Service Desk Representative Job Specialty: Technical Support Job Duration: 15 months Shift: - First 4 weeks: Monday to Friday, 8:30 AM - 5:00 PM for training- Post-training: Variable start times Guaranteed Hours: 40 hours per week Experience: - Minimum 2 years in Service Desk, Help Desk, or IT Support- 5 years in a healthcare environment - Customer service experience required License: Not specified Certifications: - Information Technology/Support industry certifications- IT Service Management (ITSM/ITIL/HDI, etc.) Must-Have: - High School Diploma or equivalent- Some college or vocational technical training, or relevant certification Job Description: - Provide technical support for desktops, laptops, virtual machines, tablets, desk phones, mobile phones, printers, networks, VPNs, webcams, dictation hardware, and medical devices.- Ensure security of organizational resources by preventing unauthorized access.- Troubleshoot and resolve technical issues and escalate as needed.- Support Service Desk Associates and new Representatives, ensuring service excellence.- Test new technologies and contribute to team integration.- Identify and manage emerging issues by analyzing trends and communicating effectively.- Contribute to and maintain the knowledge base.- Update processes and procedures regularly and adapt to changes.- Communicate effectively with end users and colleagues, ensuring clarity and professionalism.- Meet departmental deadlines while managing multiple tasks simultaneously.- Uphold attendance and performance standards.- Demonstrate initiative, learning ability, and proactive problem-solving skills.- Maintain privacy and security of sensitive data.- Support a diverse work environment and respect all colleagues and clients.Candidates should exhibit strong troubleshooting skills, excellent verbal and written communication, attention to detail, and the capability to work under pressure. Prior experience with various technical tools and platforms, including ServiceNow, Apple/Mac, Windows, VPNs, and Microsoft Office, is essential. The role requires both independence and teamwork, alongside a commitment to continuous learning and improvement.