Service Desk Specialist I

Texas Health Resources•Arlington, TX

3h•Remote

About The Position

Service Desk Specialist I – IT Service Desk. Bring your passion to Texas Health so we are Better + Together. This position is remote, and the schedule could end up being nights and/or weekends, after the initial training period, depending on business need. The IT Service Desk offers opportunities to learn and grow your career, a flexible schedule for work/life balance, and an innovative, collaborative, and fast-paced environment. Join an inclusive and supportive team.

Requirements

H.S. Diploma or Equivalent (Required)
Excellent communication skills, both verbal and written are required.
Able to communicate effectively and interact with both management and staff levels within the organization, including medical staff.
Ability to document and submit knowledge documents for use by team during troubleshooting.
Must be able to think logically, analytically and make good decisions based on sound judgment.

Nice To Haves

Associate's Degree Computer Science, Information Systems, Business, or related field.
1 years’ experience in Service Desk support.

Responsibilities

Provide first contact technical support via phone, email, chat, web tickets, and various other channels of communication for all IT systems, applications, and equipment.
Provide first contact reference and training for customer questions.
Provide first contact troubleshooting and resolution for incoming incidents.
Document, prioritize, and track incidents using the Connect IT management system.
Oversee and manage incidents escalated to 2nd level teams.
Provide initial point of contact for customer communications and interactions with ITS.
Maintain resolution rate of 70%25 or better on incoming incidents and maintain Answer rate of 90%25 or better.
Participate in root cause analysis and knowledge documentation as required.
Participate in group troubleshooting and resolution activities as required.
Maintain expected level of expertise in supported systems.
Maintain expected levels in assigned training.