Service Desk Agent I

Spectrum Health Systems; Westborough (MA); On-site; USD 2,893,000 - 3,306,000; Full time

Benefits offered by this job

Health, dental, vision insurance/addi…

Company-paid life insurance/employee …

Generous paid time off accrual

Tuition reimbursement/loan repayment …

401k with company match up to 7%!

Discounts on wide array of services/…

Job summary

Spectrum Health Systems in Westborough, MA is seeking a Service Desk Technician I to join our IT team. You will be the frontline support, handling tickets, diagnosing issues, and restoring service to users across the organization.

The role requires strong communication, customer service, and basic IT knowledge. You’ll document incidents, follow SLAs, participate in on-call rotation, and assist with software updates and end-user assistance.

Qualifications

• Associates Degree or 1–2 years of work experience required.
• Valid driver's license and reliable transportation for business travel.
• ITIL familiarity preferred.
• Optional certifications listed above.
• Proficient in English.

Responsibilities

• Handle frontline service desk tickets via phone and email.
• Provide information, restore service, and escalate when needed.
• Communicate effectively with users and document issues.
• Review and apply diagnostic utilities & knowledge bases.
• Assist in software updates and end-user communications.
• Maintain SLA adherence and create help sheets.

Skills

Customer service

Communication

Troubleshooting

Documentation

Team player

English fluent

Education

Associates Degree or 1-2 years experience

Tools

HDI Certification

Microsoft Certification

Cisco Certification

CompTIA Certification

ITIL v3/v4

Job description

Job Details

Job Location: Westborough, MA 01581

Position Type: Full Time

Education Level: None

Salary Range: $21.00 - $24.00 Hourly

Job Shift: 1st Shift/Days

Job Category: Information Technology

Location: Westborough, MA - Home Corporate Office

Schedule: Full Time, 40 hours per week. Tuesday-Saturday, 5:00am-1:30pm

Pay Rate: $21.00-$24.00/hour

Benefits

• Health, dental, vision insurance/additional voluntary insurances
• Company-paid life insurance/employee assistance programs
• Generous paid time off accrual
• Tuition reimbursement/loan repayment options
• 401k with company match up to 7%!
• Discounts on wide array of services/entertainment nationwide

The Service Desk Technician I is responsible for:

• Being a frontline technical support professional who receives and handles tickets.
• Providing customers with information, restoring service, and escalating tickets to a higher level of support.
• Good communication skills and the ability to take direction regarding incident resolution.
• Having knowledge of IT systems, processes, and terminology.
• Evaluating documented resolutions and analyze trends for ways to prevent future problems.
• Alerting management to emerging trends in incidents.
• Assisting in software releases and rollouts and communication to the end users.
• Fielding incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Documenting all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Building rapport and elicit problem details from service desk customers.
• Prioritizingand schedulingproblems.
• Escalating problem (when required) to the appropriately experienced technician.
• Recording, tracking and documenting the service desk incident management process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Applying diagnostic utilities to aid in troubleshooting.
• Accessing software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identifying and learn appropriate software and hardware used and supported by the organization.
• Performing hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Testing fixes to ensure problem has been adequately resolved.
• Performing post-resolution follow ups to help requests.
• Developing help sheets and FAQ lists for end users.
• Reinforcing SLAs to manage end-user expectations.
• Participating in mandatory on-call rotation.

QualificationsQualifications

• Associates Degree or 1 to 2 years equivalent work experience.
• Optional Certifications: HDI, Microsoft, Cisco, CompTIA or ITIL v3.0 or v4.0.
• Must have valid driver’s license,clean driving record and personal means of transportation to travel for business.

Experience

• Knowledge of basic computer hardware including CPU, RAM, HDD, Network Adapters, etc.
• Extensive application support experience with Electronic Medical Record software.
• Working knowledge of a range of diagnostic utilities, including remote control software.
• Experience with smartphone, desktop and server operating systems, including Windows, Apple iOS, Android.
• Familiarity with the fundamental principles of ITIL.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.
• Fluent in English.
• Customer service experience.
• Troubleshooting/problem solving experience.
• Experience working in a team-oriented, collaborative environment.
• Ability to conduct research into a wide range of computing issues as required.