Service Desk Agent

United Regional • Wichita Falls, TX

1d

About The Position

The Service Desk Agent is the first point of contact for technical support and helps manage internal and external communications, including emergency paging and alarm monitoring. The role requires technical aptitude, excellent communication skills, and composure in high-pressure situations. The agent supports users with IT and EMR systems, handles hospital information requests, routes calls, responds to emergency communications, and monitors alarms and system alerts.

Requirements

• High school diploma or equivalent.
• Ability to communicate effectively in English, verbally and in writing.
• Basic understanding of IT systems, EMR platforms, and troubleshooting techniques.
• Familiarity with ITSM tools such as ServiceNow and remote support tools.
• Experience with telecommunication systems, paging platforms, and alarm monitoring equipment.
• Strong customer service and multitasking skills.
• Ability to remain calm and professional during emergencies.
• Willingness to work a 24x7x365 rotating schedule, including nights, weekends, and holidays.
• Ability to wear a headset and work at a computer for extended periods.
• Ability to occasionally lift up to 25 pounds.
• Manual dexterity and hand-eye coordination.
• Corrected vision and hearing to a normal or near-normal range.

Nice To Haves

• ITIL Foundations, CompTIA A+, or similar certification.
• Experience in a healthcare or hospital communications environment.
• Exposure to scripting or basic programming such as JavaScript, Python, or SQL.

Responsibilities

• Respond to user inquiries and provide first-level support and resolutions for IT and EMR issues via phone, email, and ticketing systems.
• Diagnose and resolve technical issues, including login problems, password resets, connectivity issues, and software or hardware malfunctions.
• Create, update, and track ServiceNow service desk tickets, ensuring accurate documentation and timely resolution.
• Provide prompt, professional customer service to users and provide hospital information to patients, families, and staff.
• Communicate with users to understand issues and provide guidance, and escalate unresolved problems appropriately.
• Handle internal and external call routing, emergency code responses via overhead paging and secure messaging, and monitoring of annunciator panels and alarms.
• Maintain detailed and accurate records of service desk interactions, emergency communications, and system alerts.
• Assist with onboarding and training users on systems and software, promoting best practices for IT and EMR usage.
• Participate in process improvement initiatives and recommend enhancements to tools and workflows.
• Assist in creating and maintaining service and performance reports.

What This Job Offers

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