Sr. IT Service Desk Agent

OhioHealth•Columbus, OH

2d•Onsite

About The Position

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities. Job Description Summary: The Senior IT Service Desk Agent provides advanced technical support for healthcare systems, clinical applications, and enterprise technologies within a call center environment. As a subject matter expert, this role supports both clinical and administrative staff by resolving complex technical issues, mentoring junior agents, and ensuring a consistent, customer focused support experience. Senior Agents play a critical role in reducing user effort, improving resolution outcomes, and maintaining operational excellence across the IT Service Desk. Senior Agents also ensure adherence to healthcare IT standards—including ITIL processes and HIPAA requirements—and provide performance feedback to Supervisors and Managers. The ideal candidate brings strong healthcare IT and endpoint support experience, exceptional communication skills, and a commitment to patient centered service.

Requirements

Associate's Degree: Information Technology
CCNA - Cisco Certified Network Associate - CISCO - Computer Information System Company, CompTIA-Security+ - Security+ - CompTIA, ITILFC - Information Technology Infrastructure Library Foundation Certification - Axelos
Associate’s degree in an IT‑related field and/or equivalent experience.
3+ years supporting enterprise desktop environments and PC repair.
3+ years in a healthcare IT setting or supporting clinical systems.
ITIL Foundation; Microsoft or CompTIA certification.

Nice To Haves

Highly desirable: Background in large‑scale IT call centers; exposure to environments with 20,000+ users / 14,000+ devices.
Preferred: CompTIA A+ and/or Network+; Cisco Certified Network Associate (CCNA).

Responsibilities

Technical Support Respond to and resolve escalated technical support requests related to workplace productivity, hardware, network-related issues, and healthcare‑specific applications.
Mentor and train junior IT Service Desk Agents; provide real‑time guidance to improve first‑call resolution and service quality.
Ensure all support activities comply with HIPAA and applicable healthcare privacy and security regulations.
Collaborate with Level 2 and Level 3 IT teams to troubleshoot and resolve system‑wide issues.
Document incidents, diagnostics, resolutions, and known errors; contribute to the healthcare IT knowledge base and standard operating procedures.
Monitor call center metrics (e.g., ticket aging, FCR, MTTR) and assist in optimizing workflows and service delivery.
Participate in on‑call rotations and provide after‑hours support for critical incidents as needed.
Serve as an ambassador for IT, building and sustaining professional relationships with campus personnel, departments, and care sites.
Perform regular follow‑up with customers to confirm resolution, ensure satisfaction, and capture feedback for continuous improvement.
Attend customer‑service skills training and consistently apply best practices (e.g., active listening, empathy, plain language).
Coach and mentor fellow associates on excellent customer service, de‑escalation techniques, and effective communication standards.
Promote a customer‑focused culture by modeling professionalism, ownership, and responsive communication across interactions.
Participate in team meetings to foster ongoing communication, collaboration, and alignment; help drive consistency in processes and standards across the enterprise.
Attend leadership meetings, as requested, to represent the Service Desk; communicate priorities, risks, and operational updates, and cascade relevant information back to the team.
Provide input to the Manager on technician performance, coaching opportunities, and training needs; support QA/peer reviews to reinforce service quality and consistency.
As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties.
The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time.