Representative-Service Desk I

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

Overview

Representative -Service Desk I

Our team members advance our mission and exemplify excellence, compassion, teamwork, and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Information Services organization in the role of Representative-Service Desk I.

Summary

Provides 24/7 technology support for IU Health team members as the first point of contact. Responsibilities include logging and resolving common issues like EHR access, workstation and printer troubleshooting, password resets, VPN support, and basic hardware concerns. Consistently delivers professional, empathetic customer service and communicates clearly about resolution steps and expected timelines. Follows established resolution and escalation policies, documents incidents accurately, reviews AI-generated ticket categorizations, and ensures HIPAA and security compliance. Communicates clearly on resolution timelines in a professional and empathetic manner. Learn from senior colleagues, completing mandatory training, and uses IT Service Management tools such as ServiceNow.

Candidate Qualifications

• High School Diploma/GED is required. Associate's degree is preferred.
• Requires 0-2 years of IT or customer service experience.
• Requires basic knowledge of desktop operating systems, Microsoft 365, and common business applications.
• Requires familiarity with IT Service Management ticketing systems and structured troubleshooting processes.
• Requires a fundamental understanding of HIPAA and healthcare data privacy requirements.
• Requires strong customer service orientation with clear and professional communication.
• Requires the ability to work calmly and accurately under pressure in a fast-paced, clinical environment.
• Requires accurate and thorough documentation habits.
• Requires an eagerness to learn healthcare IT systems, clinical workflows, and AI-assisted support tools.

Key Relationships

Reports to: Manager-Information Services

Direct Reports: N/A

Shift: Full time/Hybrid

Location: Indianapolis, IN

Indiana University Health is unlike any other healthcare system, and we are looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana's largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation, and education, and make Indiana one of the healthiest states.

IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals, and $8.64 billion in operating revenue. The system's programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics, and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, brings together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.

Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.