IT Service Desk Associate I — Hybrid (Entry Level)

IU Health; Indianapolis (IN); Hybrid; USD 38,000 - 52,000; Full time

Job summary

IU Health in Indianapolis, IN seeks a Representative-Service Desk I to deliver 24/7 technology support as the first point of contact for team members. You will log and resolve issues, including EHR access, VPN, and device concerns, while following escalation policies and maintaining HIPAA compliance.

You will document incidents accurately, communicate timelines clearly, and learn healthcare IT workflows and AI-assisted tools, contributing to a secure, patient-centric support environment.

Qualifications

• High School Diploma or GED required; Associate's degree preferred.
• 0–2 years IT or customer service experience.
• Basic knowledge of desktop OS, Microsoft 365 and business apps.
• Familiarity with ITSM ticketing systems and structured troubleshooting.
• Fundamental understanding of HIPAA and healthcare data privacy.

Responsibilities

• Provide 24/7 technology support as the first point of contact for IU Health team members.
• Log, troubleshoot, and resolve issues including EHR access, workstation/printer problems, password resets, VPN support, and basic hardware concerns.
• Follow established resolution and escalation policies and document incidents accurately.
• Review AI-generated ticket categorizations and ensure HIPAA and security compliance.
• Communicate resolution timelines clearly and professionally; learn from senior colleagues and complete mandatory training.
• Use IT Service Management tools such as ServiceNow.

Skills

Customer service

Communication

Troubleshooting

HIPAA awareness

Education

High School Diploma/GED

Associate's degree preferred

Tools

ServiceNow

Microsoft 365

Job description

IU Health in Indianapolis, IN seeks a Representative-Service Desk I to deliver 24/7 technology support as the first point of contact for team members. You will log and resolve issues, including EHR access, VPN, and device concerns, while following escalation policies and maintaining HIPAA compliance.

You will document incidents accurately, communicate timelines clearly, and learn healthcare IT workflows and AI-assisted tools, contributing to a secure, patient-centric support environment.