Service Desk Specialist
UW Health•Madison, WI
•$22 - $33•Remote
About The Position
We are seeking a Service Desk Specialist to serve as the first point of contact for customers seeking technical assistance via phone, chat, or self-service channels. This role involves troubleshooting and resolving hardware, software, account access, and application-related issues. The specialist will deliver exceptional customer service by communicating clearly, professionally, and empathetically, and will collaborate with IS teams to identify recurring issues and contribute to continuous service improvement.
Requirements
- Associate's Degree in Healthcare, Information Technology, Business, or related field Required
- Two (2) years’ combination of relevant experience and education may be considered in lieu of degree
- Demonstrated success supporting MS Office applications in a corporate environment Required
- Demonstrated success working with a ticketing system for technical management support Required
- Demonstrated success with troubleshooting common IT issues related to personal computers, mobile devices, printers, phones, and online messaging platforms Required
- Demonstrated success in utilizing resources to assist in resolving IT issues Required
- Demonstrated success in mentoring peers Required
Nice To Haves
- Bachelor's Degree or Master’s Degree in Healthcare, Information Technology, Business, or related field strongly preferred Preferred
- Experience in a health care setting Preferred
- Help Desk Institute (HDI) Troubleshooting and Problem-Solving Boot Camp, ITIL Foundation certification Preferred
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance via phone, chat, or self-service channels
- Troubleshoot and resolve hardware, software, account access, and application-related issues
- Deliver exceptional customer service by communicating clearly, professionally, and empathetically
- Collaborate with IS teams to identify recurring issues and contribute to continuous service improvement
Benefits
- health and dental insurance
- paid time off
- retirement plans
- two-week paid parental leave
- adoption assistance
- Full time benefits for part time work (for positions 60% FTE and higher)
- Options for a variety of schedules and shifts that offer flexibility and allow for work-life balance
- Access to great resources through the UW Health Employee Wellbeing Department that supports your emotional, financial, and physical well-being
- Tuition benefits eligibility - UW Health invests in your professional growth by helping pay for coursework associated with career advancement
- The opportunity to earn a referral bonus for referring friends, former colleagues or others to apply for open, posted positions
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
