Service Desk Agent
About The Position
The Service Desk Agent serves as the first point of contact for technical support and helps manage internal and external communications, including emergency paging and alarm monitoring. The role provides first-level support for IT and EMR systems, handles calls and user inquiries, and responds to system alerts. The ideal candidate has technical aptitude, strong communication and customer service skills, and the ability to remain composed in high-pressure situations. The position requires a high school diploma or equivalent and effective verbal and written communication in English. The agent works a 24x7x365 rotating schedule, including nights, weekends, and holidays. Physical requirements include wearing a headset and working at a computer for extended periods, occasional lifting of up to 25 pounds, manual dexterity and hand-eye coordination, and corrected vision and hearing within the normal or near-normal range.
Requirements
- High school diploma or equivalent.
- Effective verbal and written communication in English.
- 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 within the 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 system issues by 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 service desk tickets in ServiceNow, ensuring accurate documentation and timely resolution.
- Provide prompt and professional customer service, including hospital information to patients, families, and staff.
- Communicate with users to understand issues and provide guidance; escalate unresolved problems appropriately.
- Handle internal and external call routing and emergency code responses through overhead paging and secure messaging.
- Monitor 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 IT and EMR best practices.
- Participate in process improvement initiatives and recommend enhancements to tools and workflows.
- Assist in creating and maintaining service and performance reports.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
