Service Desk Agent Associate

Intermountain Healthcare; Murray (UT); On-site; USD 2,755,000 - 4,133,000; Full time

Benefits offered by this job

Benefits package

Job summary

Intermountain Health in Murray, Utah, is seeking a Service Desk Agent-Associate to help ensure smooth computer and program operations. You will handle calls and emails, document details, and resolve issues or escalate as needed.

The role emphasizes customer service, effective communication, and problem resolution, with daily collaboration across team members and a focus on thorough documentation and knowledge-based troubleshooting.

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 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, FAQs, 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 is adequately resolved.

Skills

Customer service Phone calls

Effective communication

Service oriented

Problem resolution

Willingness to collaborate with others

Computer literacy

Job description

Job Description

The Service Desk Agent- Associate role is to help ensure proper computer and program operations so that callers are able to use these resources effectively. The agent fields questions regarding proprietary websites and applications. This includes receiving, prioritizing, documenting, and actively resolving help requests. Problem resolution may involve the use of diagnostic and tracking tools, as well as require that the caregiver escape any issues through the ticketing process for the purpose of more advanced or hands‑on help. This position works closely with staff and senior members to ensure proper performance. Basic familiarity and minimal experience as a service desk agent are beneficial. Requires additional support and/or training to become fully proficient. Work is normally overseen by higher level technical contributors.

Essential Functions

• 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 (where appropriate) 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

Minimum 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.

Preferred Qualifications

• Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• High attention to detail.
• Experience in a healthcare environment.
• Strong interpersonal and oral communication skills and problem‑solving abilities.
• Highly self‑motivated and directed.
• Experience working in a team‑oriented environment.

Physical Requirements

Ongoing need for caregiver to see and read information, assess caller's needs, and operate computer system. Frequent interactions with callers and other employees that require caregiver to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately. Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc. Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.

Location

SelectHealth - Murray Work City: Murray Work State: Utah

Schedule

Scheduled Weekly Hours: 40 The hourly range for this position is listed below. Actual hourly rate dependent upon experience. $20.14 - $30.87

Benefits

We care about your well‑being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Technology Recruitment Process

At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness.

Legal & Compliance

By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.

Equal Opportunity

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Company Information

Headquartered in Utah with locations in six primary states and additional operations across the western U.S., Intermountain Health is a nonprofit system of 34 hospitals, 400+ clinics, a medical group of more than 4,800 employed physicians and advanced care providers, a health plan division called Select Health with more than one million members, and other health services. Helping people live the healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare delivery.

Contact for Accessibility

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact 1-800-843-7820 or email [e-mail]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

All Positions Subject to Close Without Notice

All positions subject to close without notice.

Thank You

Thanks for your interest in continuing your career with our team!