Help Desk Specialist

Valley Health•Winchester, VA

1d•$21 - $32•Onsite

About The Position

The Help Desk Specialist serves as the first point of contact for IT support, providing courteous and timely assistance to end users via phone, email, and remote tools. This role focuses on resolving basic technical issues, documenting incidents and service requests in ServiceNow, and escalating more complex matters following established procedures. The Specialist develops foundational technical and customer service skills while learning organizational systems, policies, and workflows.

Requirements

High school diploma or equivalent
Foundational IT knowledge (Windows, basic networking, common applications)
Strong customer service and communication skills
Ability to follow processes and learn quickly

Nice To Haves

Associate’s degree in an IT field of study
Prior IT and customer service experience

Responsibilities

Provide first-level support via phone, portal, email, and remote tools
Log, categorize, prioritize, assign and document tickets accurately in ServiceNow
Perform basic troubleshooting for hardware, software, account access, and peripherals
Meet defined SLAs and customer service standards
Participate in training and continuous learning
Handles low-to-moderate complexity incidents and requests
Follows documented procedures and knowledge articles
Escalates issues appropriately based on defined criteria

Benefits

A Zero-Deductible Health Plan
Dental and vision insurance
Generous Paid Time Off
Tuition Assistance
Retirement Savings Match
A Robust Employee Assistance Program to help with many aspects of emotional wellbeing
Membership to Healthy U: An Incentive-Based Wellness Program
health savings account
flexible spending account for childcare
life insurance
short-term and long-term disability
professional development
discounts to on-campus dining