Service Desk Specialist I

ICONMA; Farmers Branch (TX); Hybrid; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Service Desk Specialist I to provide essential technical support to healthcare professionals and internal teams. This role is pivotal in ensuring seamless operations for our clinician network, where you'll engage with users through various channels, resolving issues related to Apple iOS devices and Windows systems. If you have a customer-first mindset and thrive in a collaborative environment, this is an exciting opportunity to make a significant impact in healthcare technology. Join us and be the first point of contact for those delivering vital home healthcare services.

Qualifications

• 3-5 years of Service Desk or HelpDesk Support experience.
• Experience supporting Apple iOS and Windows OS hardware.

Responsibilities

• Provide technical support to external clinicians and internal employees.
• Engage with customers via ticketing system and email.

Skills

Customer Service Skills

Analytical Skills

Problem-Solving Abilities

Technical Support

Collaboration

Education

High School Diploma or equivalent

Tools

Google Workspace

Slack

MaaS360

Workspace One

Help Desk Ticketing Systems

Job description

Service Desk Specialist I

Location: Farmers Branch, TX/Hybrid
Duration: 6 months

Description:
How will this role have an impact:
This position is responsible for providing technical and operational support to Client Clinician Network (Providers) and Client employee groups.
Our clinician network includes healthcare professionals (Nurse Practitioners, Doctors, etc) who provide home healthcare services.
Providers leverage our Client mobile application to host medical screenings, assign and regulate medications, and schedule and capture patient information during appointments.
You will be the First Point of Contact for our external providers and our internal Client employees.
This role requires a customer-first mindset when interacting with all end users.
This role will report to Service Desk Supervisor

What will you do:
Day to day technical and application support for external clinician network and internal Client employees
Customer engagement via ticketing system, inbound and outbound, and email channels
Resolve Apple iPad, iOS, and Client application support for Clinicians.
Resolve MacOS, Windows OS devices, a Consumer Electronics company Peripherals, and Logitech webcams for internal Client employees
Respond, coordinate, and monitor hardware fulfillment requests for laptops, tablets/ipads, and PC peripherals (Monitor, Keyboard, Mice, Webcams)
Escalate and manage tickets transferred to other departments
Keep customers/end users and ticket documentation up to date
Collaborate on ad hoc projects

We are looking for someone with:
High School Diploma or equivalent.
3 to 5 years of successful work with Service Desk or HelpDesk Support
‘Customer First’ Mindset and Collaborative
Experience supporting Apple iOS and iPad hardware, Window 10/11 and hardware
Experience with web-based applications and mobile device management tools (Google Workspace, Slack, MaaS360, Workspace One)
Proven analytical and problem-solving abilities
Experience with Help Desk ticketing systems
Strong customer service skills (Written and verbal)

Experience Level
Level II (3-5 Years)

Is Hardware Required:
Yes