IT Contact Center Support/Service Desk

Agile Resources, Inc.; Malvern (Chester County); On-site; USD 15,000 - 25,000; Full time

Job summary

Agile Resources, Inc. is seeking an IT Service Desk Support Specialist to be the first line of defense for clinical and desktop applications in a 24/7 healthcare ecosystem.

You will troubleshoot incidents via phone, chat, and tickets, partnering with engineering to minimize downtime and ensure patient-focused service. The role requires 6+ months of IT support experience, a relevant associate degree, strong Microsoft product knowledge, and excellent customer service with a private home office

Qualifications

• Associate's degree in Computer Science, Information Systems, or a related technical major (or equivalent combination of education, experience, and certifications).
• 6+ months of IT support experience, preferably in high-volume contact center, help desk, or healthcare.
• Demonstrated ability to troubleshoot Microsoft products, hardware, and clinical/healthcare applications.
• Superior customer service and communication skills with confidentiality and user satisfaction.

Responsibilities

• Diagnose and resolve IT support incidents at first contact using proactive questioning and remote tools.
• Support clinical and desktop applications, hardware, printers, and network connectivity across multi-channel platforms.
• Document troubleshooting steps, known issues, and solutions in the knowledge base for team alignment.
• Escalate complex issues to specialized teams while owning the customer experience.

Skills

IT support

Customer service

Communication

Problem solving

Education

Associate's degree in Computer Science or related field

Tools

Microsoft products

Hardware

Printers

Network connectivity

Job description

Job Title: IT Service Desk Support Specialist Pay Rate: Up to $18.00 per hour

Our client is a nationally recognized leader in healthcare, dedicated to transforming lives through clinical excellence and compassionate support. They foster a collaborative environment where technology professionals enable life-saving operations.

Step into a vital IT support role where you will serve as the first line of defense for clinical and desktop applications across a 24/7 healthcare ecosystem.

You will troubleshoot technical incidents via phone, chat, and ticketing portals while partnering with engineering teams to minimize downtime.

This is an exciting opportunity for a customer-focused IT professional looking to build a rewarding career in healthcare technology.

Here’s what you’ll be doing:

• Diagnosing and resolving IT support incidents at first contact using proactive questioning, technical expertise, and remote tools.
• Supporting clinical and desktop applications, hardware, printers, and network connectivity across multi-channel support platforms.
• Documenting troubleshooting steps, known issues, and permanent solutions within the knowledge base to ensure seamless team alignment.
• Escalating complex or recurring technical issues to specialized support teams while maintaining complete ownership of the customer experience.
• Participating in a rotating on-call, evening, and weekend coverage schedule to ensure continuous operational availability.

Here’s what our ideal candidate has:

• Associate's degree in Computer Science, Information Systems, or a related technical major (or equivalent combination of education, experience, and certifications).
• 6+ months of IT support experience, preferably within a high-volume contact center, help desk, or healthcare environment.
• Demonstrated ability to troubleshoot and diagnose Microsoft products, hardware, and clinical/healthcare applications.
• Superior customer service and communication skills with a commitment to maintaining confidentiality and user satisfaction.
• A private, dedicated home office space with a strong wired internet connection.

Key Words: IT Support Specialist, Help Desk Analyst, Service Desk Technician, Desktop Support, Clinical Application Support, Technical Support, Healthcare IT, Contact Center #LI-JE1 #AccessData