Service Desk Agent I

Spectrum Health Systems, Inc; Westborough (MA); On-site; USD 44,000 - 50,000; Full time

Benefits offered by this job

Health insurance

Life insurance

PTO

Tuition reimbursement

401k match

Discounts

Job summary

Spectrum Health Systems, Inc. in Westborough, MA is seeking a Service Desk Technician I to serve as the frontline IT support, handling tickets, answering inquiries, and restoring services.

The role emphasizes strong communication, knowledge of IT systems, and the ability to document issues, follow procedures, and assist in software rollouts. This position offers full-time hours, health benefits, 401k, and other company perks.

Qualifications

• Associates Degree or 1 to 2 years of equivalent work experience.
• Optional certifications: HDI, Microsoft, Cisco, CompTIA or ITIL v3.0 or v4.0.
• Must have valid driver's license and transportation for business travel.

Responsibilities

• Receive and handle service desk tickets.
• Provide information, restore service, and escalate as needed.
• Communicate clearly and follow incident-resolution directions.
• Document user details and problem history.
• Assist in software releases and end-user communications.
• Adhere to SLAs and participate in on-call rotation.

Skills

Customer service

Troubleshooting

Documentation

English fluency

Teamwork

Hardware basics

OS knowledge

Remote support

Education

Associate degree or 1–2 years experience

Tools

Electronic Medical Record software

Remote control software

Windows

IT certifications (HDI, Microsoft, Cisco, CompTIA, ITIL)

Job description

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.
• Prioritizing and scheduling problems.
• 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 preventive 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.

Qualifications

• 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.