Representative-Service Desk I - PRN

IU Health • Indianapolis, IN

10d • Hybrid

About The Position

Indiana University Health is seeking a Representative - Service Desk I for its Information Services organization. The role provides 24/7 technology support to IU Health team members as their first point of contact. It handles common issues such as EHR access, workstation and printer troubleshooting, password resets, VPN support, and basic hardware concerns. The representative delivers professional, empathetic customer service and communicates resolution steps and expected timelines clearly.

The role follows established resolution and escalation policies, documents incidents accurately, reviews AI-generated ticket categorizations, and ensures HIPAA and security compliance. The representative learns from senior colleagues, completes mandatory training, and uses IT Service Management tools such as ServiceNow. The position is PRN and hybrid, based in Indianapolis, Indiana.

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 first-point-of-contact technology support to IU Health team members.
• Log and resolve common issues involving EHR access, workstations, printers, password resets, VPN support, and basic hardware.
• Communicate resolution steps and expected timelines professionally and empathetically.
• Follow established resolution and escalation policies.
• Document incidents accurately and thoroughly.
• 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

• Career Level: Entry Level
• Education Level: High school or GED