Service Desk Associate

OneOncology

88d

About The Position

The Service Desk at OneOncology serves as the initial point of contact for all issues related to technology. The Service Desk Associate position is a key technical resource responding to end user incidents and requests reported to the Service Desk. Service Desk Associates are responsible for effectively interacting with users and serve as a key point of communication between customers and the Technology organization. In addition, the Service Desk is also responsible for representing the IT team to other stakeholders and helping ensure the service desk is constantly developing and improving. This remote position will need to be in the Eastern Time Zone and work an early shift (7am).

Requirements

• At least 1 year of recent experience in technology, service desk, or helpdesk.
• Healthcare related experience a plus.
• ITIL certifications a plus.
• Basic certification in A+ and Microsoft Products is preferred; education and/or demonstrated experience may be substituted.

Nice To Haves

• Experience in ServiceNow.
• Experience with SSO and Okta.
• Familiarity with Office Applications.

Responsibilities

• Operations of the day-to-day components of the OneOncology Service Desk.
• Incident ticket resolution, technical customer service, and response to other requests related to technology operations.
• Provide excellent customer service through both incoming phone calls and the ticketing system to our internal user base.
• Logs and tracks problems; proactively maintains problem tracking databases as part of the problem resolution process.
• Triage and escalate customer issues to next level teams as necessary.
• Determine appropriate vendor to resolve problems and coordinate with other technical areas as needed.
• Provide consistent feedback and updates to customers and other appropriate teammates from start through resolution of enterprise-wide technology issues.
• Create documentation for common issues and/or requests that will aid in self-help for both technicians and end users.
• Thoroughly document all steps taken during ticket resolution in the ticketing system.
• Participate in 24x7 on-call support.
• Other duties as assigned to help drive our mission of improving the lives of everyone living with cancer.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed