IT Help Desk Associate: Elevate User Support

Intermountain Health; Murray (UT); On-site; USD 28,000 - 43,000; Full time

Benefits offered by this job

Benefits package

Competitive hourly pay

Job summary

Intermountain Health in Murray, Utah is seeking a Service Desk Agent-Associate to help ensure computer and program operations so that callers can use these resources effectively. You will field questions about proprietary websites and applications, log and prioritize requests, and resolve issues or escalate as needed.

This role supports staff and senior teammates, requires basic service desk experience, and includes a comprehensive benefits package with a standard 40-hour work week.

Qualifications

• Demonstrated knowledge of basic computer hardware.
• Demonstrated strong documentation skills.
• One year of experience in a customer service role.
• Strong written and oral communication.
• Ability to present ideas in user-friendly language.

Responsibilities

• Fields incoming help requests from callers using both telephone and email in a courteous manner.
• Documents all pertinent caller identification information including but not limited to name, contact information, and nature of call or issue.
• Builds rapport and elicits details thorough details and understanding from caller.
• Resolves requests and incidents at the lower levels. Escalates problems to the appropriately experienced technician as necessary.
• Records, tracks, and documents the help desk request problem-solving process.
• Applies diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, frequently asked questions, and other resources to aid in problem resolution.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Follows up on fixes to ensure problem has been adequately resolved through proper channels.

Skills

Customer service

Phone calls

Effective communication

Service oriented

Problem resolution

Willingness to collaborate with others

Computer literacy

Job description

Intermountain Health in Murray, Utah is seeking a Service Desk Agent-Associate to help ensure computer and program operations so that callers can use these resources effectively. You will field questions about proprietary websites and applications, log and prioritize requests, and resolve issues or escalate as needed.

This role supports staff and senior teammates, requires basic service desk experience, and includes a comprehensive benefits package with a standard 40-hour work week.