Representative-Service Desk I

IU Health • Indianapolis, IN

10d • Hybrid

About The Position

Provides 24/7 technology support to IU Health team members as the first point of contact. Logs and resolves common issues, including EHR access, workstation and printer troubleshooting, password resets, VPN support, and basic hardware concerns. Delivers professional, empathetic customer service and communicates resolution steps and expected timelines clearly. Follows established resolution and escalation policies, documents incidents accurately, reviews AI-generated ticket categorizations, and ensures HIPAA and security compliance. Learns from senior colleagues, completes mandatory training, and uses IT Service Management tools such as ServiceNow.

This is a full-time, hybrid position located in Indianapolis, Indiana, reporting to the Manager-Information Services. The role is part of IU Health's Information Services organization.

Requirements

• High school diploma or GED.
• 0–2 years of IT or customer service experience.
• Basic knowledge of desktop operating systems, Microsoft 365, and common business applications.
• Familiarity with IT Service Management ticketing systems and structured troubleshooting processes.
• Fundamental understanding of HIPAA and healthcare data privacy requirements.
• Strong customer service orientation and clear, professional communication.
• Ability to work calmly and accurately under pressure in a fast-paced clinical environment.
• Accurate and thorough documentation habits.
• Eagerness to learn healthcare IT systems, clinical workflows, and AI-assisted support tools.

Nice To Haves

• Associate’s degree.

Responsibilities

• Provide 24/7 technology support to IU Health team members as the first point of contact.
• Log and resolve common technology issues, including EHR access, workstation and printer troubleshooting, password resets, VPN support, and basic hardware concerns.
• Deliver professional and empathetic customer service and clearly communicate resolution steps and expected timelines.
• Follow established resolution and escalation policies.
• Accurately document incidents.
• Review AI-generated ticket categorizations.
• Ensure HIPAA and security compliance.
• Learn from senior colleagues and complete mandatory training.
• Use IT Service Management tools such as ServiceNow.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED