24/7 IT Service Desk Support Specialist

University Hospitals; Cleveland (OH); On-site; USD 45,000 - 60,000; Full time

Job summary

University Hospitals is seeking a Service Desk Support Administrator to be the frontline IT contact for a 24/7/365 service desk. You will document and track incidents, provide guidance for software/hardware issues, and collaborate with Level 2/3 teams to ensure timely resolutions.

The role emphasizes patient data protection and adherence to PHI policies. Required is a High School diploma with preference for an Associate’s IT degree and 1+ years of incident handling in a healthcare or call center

Qualifications

• Must have strong problem-solving abilities and attention to detail.
• Excellent customer service and communication skills required.
• Ability to document processes and incidents clearly.
• Familiarity with calling scripts and knowledge bases is a plus.
• Experience with incident management tools and SLAs appreciated.

Responsibilities

• Answer service desk phones and emails to assist users.
• Create and route tickets in the incident system.
• Troubleshoot software/hardware issues per guidance and KB.
• Prioritize incidents to meet SLAs and escalate when needed.
• Collaborate with Level 2/3 support teams for timely resolutions.
• Maintain accurate incident records and follow-up with users.

Skills

Detail-oriented

Analytical problem solving

Customer service

Communication

Documentation

MS Office

ITIL familiarity

Education

High School Diploma or GED

Associate’s Degree in Information Technology

Tools

MySoft

ServiceNow

Job description

University Hospitals is seeking a Service Desk Support Administrator to be the frontline IT contact for a 24/7/365 service desk. You will document and track incidents, provide guidance for software/hardware issues, and collaborate with Level 2/3 teams to ensure timely resolutions.

The role emphasizes patient data protection and adherence to PHI policies. Required is a High School diploma with preference for an Associate’s IT degree and 1+ years of incident handling in a healthcare or call center