IT Service Desk II: Advanced Support & Knowledge Base

Community Health Systems; Franklin (TN); On-site; USD 52,000 - 66,000; Full time

Job summary

Community Health Systems is seeking a Service Desk Representative II to provide advanced technical support for end-user systems and to contribute to knowledge base development. You will troubleshoot hardware, software, and connectivity issues, collaborate with IT teams, and help improve service delivery.

The role runs 6am–3pm CT and requires strong communication and ITSM knowledge. Qualified candidates typically have 3–5 years in IT service desk roles, an IT-related degree or equivalent

Qualifications

• H.S. Diploma or GED required.
• Associate Degree or higher in Information Technology, Computer Science, or a related field preferred.
• 3–5 years of experience in an IT service desk, technical support, or a related role required.

Responsibilities

• Resolves tier-one and tier-two support requests involving hardware, software, and connectivity issues.
• Performs advanced troubleshooting and root-cause analysis to reduce recurring incidents.
• Maintains service documentation, knowledge articles, and escalation procedures.
• Collaborates with information technology support teams to implement service improvements and process enhancements.
• Assists with onboarding and training new team members and users on information technology policies and tools.
• Monitors and manages ticket queues to help ensure service-level targets are met.

Skills

Troubleshooting

Communication skills

ITSM knowledge

Incident management

Team collaboration

Education

HS Diploma or GED

Associate degree or higher in IT/CS

Job description

Community Health Systems is seeking a Service Desk Representative II to provide advanced technical support for end-user systems and to contribute to knowledge base development. You will troubleshoot hardware, software, and connectivity issues, collaborate with IT teams, and help improve service delivery.

The role runs 6am–3pm CT and requires strong communication and ITSM knowledge. Qualified candidates typically have 3–5 years in IT service desk roles, an IT-related degree or equivalent