Service Desk Agent

Design Hire • Seattle, WA

12d

About The Position

Join a highly collaborative client team where your technical knowledge and customer-focused approach will help healthcare professionals, staff, and distributors resolve technology and equipment-related issues efficiently. This Service Desk Agent will serve as a dependable first point of contact, helping maintain a seamless support experience in an environment where quality, privacy, and patient care are important priorities.

Requirements

• High school diploma, GED, or equivalent required
• Previous experience in technical support, help desk, service desk, customer service, call center, or a related support environment.
• Familiarity with Windows, Microsoft Office, email platforms, and digital support tools.
• Experience working with case management, queue workflows, service metrics, or similar operational processes.
• Strong problem-solving, attention to detail, adaptability, accountability, teamwork, and ability to recognize situations requiring escalation.

Nice To Haves

• technical certificate, associate degree, or comparable relevant experience preferred
• Understanding of HIPAA, protected health information (PHI), and responsible privacy and data handling practices is preferred.
• Healthcare, biomedical, medical device, hospital, or regulated-industry support experience is a plus.
• CompTIA A+, technical training, HIPAA training, QMS training, or regulatory compliance training is preferred.

Responsibilities

• Provide front-line assistance through phone, email, chat, and other inbound contact channels while maintaining ownership of assigned cases.
• Perform structured issue diagnosis using established troubleshooting procedures, operating and maintenance instructions, equipment specifications, configuration requirements, and known-error resources.
• Manage incoming requests through Zendesk and other ticketing or call-tracking platforms, maintaining accurate records and ensuring timely follow-up.
• Evaluate incidents for appropriate routing and escalation, including matters involving medical devices, reportable events, complaints, privacy concerns, or specialized technical support.
• Deliver professional assistance to hospital personnel, distributors, and internal staff while working toward service-level targets and maintaining strong customer satisfaction.

What This Job Offers

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