Service Desk Agent I

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

Benefits offered by this job

Health, dental, vision insurance/add.

Company-paid life insurance/employee A

Generous paid time off accrual

Tuition reimbursement/loan repayment

401k with company match up to 7%

Discounts on services/entertainment

Job summary

Spectrum Health Systems, Inc. is seeking a Service Desk Technician I in Westborough, MA. This full-time role supports users via telephone and email, resolving issues and escalating as needed.

You will document incidents, communicate clearly, and contribute to improving service delivery. The position offers full-time hours, competitive pay ($21.00–$24.00/hour), and benefits, including health/dental/vision, life insurance, PTO, tuition reimbursement, and a 401(k) with company match.

Qualifications

• Associates Degree or 1–2 years equivalent work experience.
• Valid driver’s license and personal transportation for travel.
• Fluent in English with strong communication skills.

Responsibilities

• Serve as frontline IT support, handling tickets.
• Provide information, restore service, and escalate when needed.
• Communicate clearly and follow incident resolution directions.
• Document end-user details and issue history.
• Build rapport and gather problem details from users.
• Escalate issues to higher-level technicians when required.
• Maintain accurate incident records through resolution.
• Participate in on-call rotations.

Skills

Communication skills

Customer service

Teamwork

Problem solving

Documentation

On-call rotation

Education

Associate degree or 1–2 years experience

Optional Certifications: HDI, Microsoft, Cisco, CompTIA or ITIL v3.0/v4.0

Tools

Remote control software

Diagnostic utilities

Knowledge bases / FAQs

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 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.

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.