Service Desk Rep II (Night Shift)

Community Health Systems; Franklin (TN); On-site; USD 42,000 - 64,000; Full time

Job summary

Community Health Systems in Franklin, TN is seeking a Service Desk Representative II to provide advanced end-user support for hardware, software, and connectivity, resolving moderately complex issues.

The schedule is 10:30pm–9:30am CT, Wed–Sat, with collaboration across IT teams to improve service delivery, incident management, and user satisfaction. A 3–5 year IT service desk background and an associate degree or higher are preferred.

Qualifications

• H.S. Diploma or GED required
• 3–5 years IT service desk experience
• Associate degree or higher preferred in IT/CS or related field

Responsibilities

• Resolves tier-one and tier-two support requests for hardware, software, and connectivity.
• Performs advanced troubleshooting and root-cause analysis to reduce recurring incidents.
• Maintains service documentation, knowledge articles, and escalation procedures.
• Collaborates with IT support teams to implement service improvements and process enhancements.
• Assists with onboarding and training new team members and users on IT policies and tools.
• Monitors and manages ticket queues to meet service-level targets.

Skills

IT service desk experience

Troubleshooting

Communication skills

Incident management

Education

Associate degree or higher in IT/CS or related field

Job description

Job Summary

The Service Desk Representative II provides advanced technical support for end-user systems, resolving moderately complex technical issues and contributing to knowledge base development. This role collaborates with information technology teams to support consistent service delivery, improve user satisfaction, and contribute to ongoing technology initiatives.

The schedule for this role will be 10:30pm -9:30am CT Wed-Sat.

Essential Functions

• Resolves tier-one and tier-two support requests involving hardware, software, and connectivity issues.
• Performs advanced troubleshooting and root-cause analysis to reduce recurring incidents.
• Maintains service documentation, knowledge articles, and escalation procedures.
• Collaborates with information technology support teams to implement service improvements and process enhancements.
• Assists with onboarding and training new team members and users on information technology policies and tools.
• Monitors and manages ticket queues to help ensure service-level targets are met.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required
• Associate Degree or higher in Information Technology, Computer Science, or a related field preferred
• 3-5 years of experience in an IT service desk, technical support, or a related role required

Knowledge, Skills and Abilities

• Strong technical troubleshooting skills across multiple device types and platforms.
• Ability to prioritize, manage, and resolve moderately complex user issues.
• Excellent written and verbal communication skills.
• Strong knowledge of information technology service management and incident management practices.
• Strong collaboration skills and commitment to user satisfaction.

Equal Employment Opportunity

This organization does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations. In addition, the facility complies with all applicable federal, state and local laws governing nondiscrimination in employment. This applies to all terms and conditions of employment including, but not limited to: hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. If you are an applicant with a mental or physical disability who needs a reasonable accommodation for any part of the application or hiring process, contact the director of Human Resources at the facility to which you are seeking employment; Simply go to http://www.chs.net/serving-communities/locations/ to obtain the main telephone number of the facility and ask for Human Resources.