Service Desk Associate Information Technology
About The Position
The Service Desk Associate provides advanced technical support to end users by troubleshooting hardware, software, and system issues, resolving incidents efficiently, and escalating complex problems when needed. This role ensures high-quality customer service, maintains accurate documentation, supports system access requests, and helps improve service desk processes. The position requires strong technical knowledge, problem‑solving abilities, and effective communication skills to support a diverse user community. There are 2 positions open: one with a Monday-Friday day shift that is flexible to work other shifts, and another with a weekend overnight schedule: Saturday and Sunday from 6:30 PM to 6:30 AM, and Thursday and Friday from 8 AM to 4:30 PM.
Requirements
- A+ and/or N+ or equivalent experience
- AA or AS or equivalent experience
- 1-3 years of experience as Service Desk Support on Microsoft products, Novell, Active Directory, DNS preferred
Responsibilities
- Identifies root causes of issues, determines course of action, resolves issues and/or escalates for final resolution in a timely manner.
- Ensures first call resolution and request for service are met as established by policy and procedures guidelines.
- Monitors open call issues and escalates to appropriate IT resources.
- Follows appropriate departmental procedures, including Request for Service, Change Management, Downtime and Disaster.
- Enters all calls into the Call Tracking System with detailed problem information and steps taken to attempt resolution.
- Assigns unresolved calls to appropriate resources.
- Provides follow-up, communicates resolutions, issues, and delays to users in a timely manner.
- Makes recommendations to maintain, update, and improve Service Desk knowledge base and related documentation.
- Demonstrates basic competency levels in supported applications: Windows, Care Manager, Kronos, Order Entry, Lawson, Star, Physician Portal, etc.
- Demonstrates competency in learning about the most common hardware issues.
- Applies knowledge received from in-services, classes, seminars, etc.
- Provides hardware and software support as needed.
- Delivers on commitments to the user community within timeframes established by policy and procedure guidelines.
- Answers phones in a timely, courteous, and professional manner.
- Acts as a consultant in the resolution of non-routine or higher-level difficulty requests as directed by a supervisor.
- Shares expertise with entry-level peers, leading them in the resolution of complex issues.
Benefits
- Health benefits
- Life insurance
- Long-term disability coverage
- Healthcare spending accounts
- Retirement plan
- Paid time off
- Pet Insurance
- Tuition reimbursement
- Employee assistance program
- Wellness program
- On-site housing for select positions
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
