Service Desk Agent I

West Tennessee Healthcare; Jackson (TN); On-site; USD 38,000 - 52,000; Full time

Job summary

West Tennessee Healthcare in Jackson, TN seeks a Help Desk Agent to provide end-user support for computer systems, hardware, and software. You will analyze issues, log requests, and resolve problems or escalate to second-tier support as needed, with an emphasis on clear, user-friendly communication.

The role involves handling calls and emails, performing routine maintenance, and supporting onboarding of new users.

Qualifications

• Associate’s degree or Vocational/Technical School certification is required.
• 0–3 years of experience in the field or related area.
• Experience with end-user support and basic hardware/software troubleshooting.

Responsibilities

• Analyze, classify, and log all requests in the Help Desk software.
• Track and monitor the problem to ensure a timely resolution.
• Assist with onboarding of new users and basic hardware repair.
• Provide user-friendly instructions and escalate when needed.

Skills

Customer service

Communication

Problem solving

Education

Associate’s degree or Vocational/Technical School certification

Tools

Help Desk Software

Job description

Category:TechnicalCity:JacksonState:TennesseeShift:12 - Evening (United States of America)Job Description Summary:Support position for all aspects of computer use and application availability. Responsible for providing technical assistance and support related to computer systems, hardware, or software. Strong aptitude in OS repairs, Spyware removal, virus removal, and upgrades. As the first support contact for users, this position will be responsible for analyzing hardware or software issues, isolating the problem, and resolving. If second-tier support is required the Help Desk Agent will gather all pertinent information and supply documentation of initial analysis, and escalate to second-tier by way of ticket assignment. Tasks include but are not limited to end-user support, upgrades and configuration, preventative PC maintenance, scheduled job runs and backups, and system monitoring. Respond to telephone calls, emails and personnel requests for technical support. Able to react to change productively and handle other essential tasks as assigned. Clearly communicate technical instructions or solutions in a user-friendly, professional manner. Track and monitor the problem to ensure resolution and serve as the primary contact for the end-users. The employee is subject to call back and overtime as required by the hospital.ResponsibilitiesResponsible for analyzing, classifying, and logging all requests in the Help Desk software.The process includes criticality, resource requirements, and information provisioning.Tracks and monitors the problem to ensure a timely resolution.Conduct preventative maintenance rounds taking responsibility for assigned areas.Take ownership of various processes or projects working on them during non-peak call times or designated times and provide backup support in a team environment.Assist with the onboarding of new users.Performs minor desktop hardware repair or replacement.Demonstrate performance and accountability by adhering to predefined metrics.Metrics include but are not limited to; log in time, not ready time, average talk time calls presented, calls answered, calls returned to the queue, and calls returned by time out.Maintain professional competence through research, study, and continuing education programs within and outside the hospital.Actively supports the six pillars of the organization: High-Quality Healthcare, Compassionate Customer Service: Employee Satisfaction, Financial Strength; Community Value; Ethics and Compliance.Success in this endeavor will be reflected in the Quality Plus Indicators published monthly for the department.Completing all hospital-wide orientation, complying with policies, and accepting personal responsibility for mandatory in-service requirements.Performs related responsibilities as required or directed.QualificationsEDUCATION:Requires Associate’s degree or Vocational/Technical School certification.LICENSURE, REGISTRATION, CERTIFICATION:N/AEXPERIENCE:0-3 years of experience in the field or in a related area.NONDISCRIMINATION NOTICE STATEMENTWe are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.