Service Desk Agent

Reid Hospital & Health Care Services, Inc.; United States; On-site; USD 40,000 - 55,000; Full time

Job summary

Reid Health is seeking a Service Desk Agent to provide first level IT support on an evening shift (Mon-Fri 3:00 PM–11:00 PM) with alternating weekends. The role handles login, application, and hardware issues, plus routine operations like backups and monitoring; issues are logged and tracked for resolution.

Responsibilities include taking calls, providing initial assistance, and escalating complex problems to Desktop Support.

Qualifications

• Two years of related experience or a technical certification.
• Associates degree in computer related field or three years of related experience.

Responsibilities

• Answers calls to the Service Desk and logs them in the designated system.
• Provides first level support for equipment and software issues reported by employees, physicians, or staff.
• Escalates more complex problems to the Desktop Support Analyst.
• Uses remote support tools to access end users' computers.
• May travel to end users' workstations to resolve issues.
• Performs routine computer operations and backups as assigned.
• Maintains issue history and follows up to ensure resolution and user satisfaction.
• Participates in QA and Improvement activities as requested.

Education

Technical Certification and/or Two Years of Related Experience

Associates Degree in Computer Related Field and/or Three Years of Related Experience

Job description

Service Desk Agent 8101 Information Technology- Infrastructure and Operations

Schedule: Evening Shift. Monday – Friday 3:00 PM to 11:00 PM, with alternating weekend coverage.

Overview: Responsible for first level problem resolutions and assistance with problems directed to the Service Desk from local or remote computer system users. This could include but is not limited to login, application, and hardware issues. In addition, this position is responsible for various computer operation duties such as system backups, report distributions, and monitoring interface files. Problems reported to the Service Desk are recorded and tracked in a computer system. Unresolved issues are monitored on a regular basis.

Essential Duties and Responsibilities

• Answers calls to the Service Desk recording them in the designated computer system.


• Provides the first level support for equipment and software issues reported to the Service Desk by employees, physicians, office staff, remotely connected users, etc.


• Calls involving more technical problems are escalated to the Desktop Support Analyst.


• Calls require the use of remote support software to access end users computers.


• Staff can also require traveling to the end users’ workstation to resolve an issue.


• Deploys contingency equipment as needed by the end users.


• Monitors queue of previous issues to resolve open issues.


• Escalates issues to management that are not being addressed.


• Provides follow up calls to previous issues to confirm problems were successfully resolved to the callers satisfaction.


• Provides the repair or replacement of terminal and printer equipment including the setup and installation of desktop functions and preferences.


• Evaluates equipment issue history to identify reoccurring problems that may justify equipment replacement, software adjustments, or additional employee education.


• Performs computer operational tasks as assigned by management.


• Prepares appropriate documentation as requested by management.


• Is knowledgeable of the Quality Assurance and Improvement Plan and participates in the department activities as requested.


• Performs other assignments as specified by the Service Desk Manager.

Education and Experience

• Technical Certification and/or two years of related experience.


• Associates Degree in Computer Related Field and/or Three Years of Related Experience.

Our values of Excellence, Empathy, Integrity and Accountability are essential to exceed our customers’ expectations. At Reid, we look for individuals who believe in our core values and demonstrate a genuine desire to make a positive impact to those we serve. We take pride in employing people who show up every day with a commitment to these values along with our mission and vision. We are one team working toward a common goal of providing outstanding customer care and service to our communities. If you have a calling to serve and are looking for meaningful and purposeful work, Reid Health is the place for you.

Reid Health's inpatient hospital is a 189-bed, regional referral center with a Level lll Trauma Center and a Primary Stroke Center designation. Reid Health's outpatient services include more than 40 specialties and sub-specialties throughout an eight-county service area. With more than 3,100 employees, 100 volunteers, and 170 healthcare clinicians on staff, Reid Health believes in wholeness -- in body, mind, and spirit. The minute you step through Reid's doors, you'll be surrounded by friendly faces. Each of our employees plays an important role in the friendly and caring environment we call Reid Health. It's more than a place to work. Reid team members are involved in and care for our community, fostering a sense of belonging and camaraderie. They are the reason our patients feel safe and cared for. And they are the reason Reid Health is ranked among the best in quality care.

Reid Health is looking to add to its family with service-minded individuals like you. Whether you come from a clinical background or simply want to work in an environment that allows you to pursue your passions of service to others, we have opportunities for people just like you. Find yourself at Reid Health.

Equal Employment Opportunity has been, and will continue to be, a fundamental principle at Reid Health. Therefore, Reid Health provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, national origin, citizenship, age, disability, sexual orientation, gender identity, veteran or military status, genetic information, or any other factor protected by law. This applies to all policies and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment.

Employment with Reid Health is on an 'at-will' basis. This means that either you or Reid Health may terminate the employment relationship at any time, with or without cause, and with or without notice.

Please be aware: Across the country there has been an increase in job offer scams. Reid Health has taken measures to protect ourselves from this. Our hiring practices do require face to face interviews and on-site visits prior to offers of employment.