Service Desk Rep II (Night Shift)

Community Health Systems; United States; On-site; USD 28,000 - 39,000; Full time

Job summary

Community Health Systems is seeking a Service Desk Representative II to provide advanced technical support for end-user systems, resolve moderately complex issues, and contribute to knowledge base development. You will collaborate with IT teams to ensure consistent service delivery and improve user satisfaction.

The role supports ongoing technology initiatives and requires strong troubleshooting skills, excellent communication, and a commitment to meeting service-level targets.

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

Responsibilities

• 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.

Skills

Troubleshooting across devices

Issue prioritization

Written and verbal communication

IT service management

Collaboration

Education

HS Diploma or GED

Associate degree or higher

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.

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.