Service Desk Technician

CHAS Health; United States; On-site; USD 30,000 - 43,000; Full time

Job summary

CHAS Health is seeking an IT Support professional to serve as the frontline for technical issues across our clinics and facilities.

You will diagnose, triage, and resolve ticketed problems, respond to inquiries via phone, email, and in person, and help maintain documentation to support smooth operations in a healthcare setting.

Qualifications

• High school diploma or equivalent required.
• Associates degree or higher preferred.
• Certifications: A+, Network+, or Microsoft Certified Professional recommended.
• Familiarity with ITIL principles is helpful.
• 1-2 years of customer service experience required.
• Experience with computer hardware, software, and peripherals.
• Healthcare setting experience preferred.

Responsibilities

• Serve as the initial department contact for customers with technical issues.
• Identify, triage, and resolve a variety of problems.
• Respond to calls, emails, and in-person requests for support.
• Track and monitor open problems to maintain service quality.
• Escalate unresolved issues to IT staff or vendors.
• Create and maintain documentation on common issues and processes.
• Participate in regular on-call rotation.

Skills

Customer service

Technical support

Communication

Hardware knowledge

Education

High school diploma

Associates degree preferred

Tools

A+ certification

Network+ certification

Microsoft Certified Professional

Job description

Competitive Compensation & Exceptional Benefits at CHAS Health

CHAS Health's comprehensive compensation package* includes:

• Annual milestone bonus for all eligible employees! $500 for every year worked, up to $5,000.
• Robust health coverage with employer-offered medical, dental, vision, long-term care, and life insurance.
• 401(k) with up to 6% employer match for a retirement plan that invests in your future.
• Work/life balance—enjoy more than six (6) weeks of paid time off (PTO) annually for full-time employees, to recharge and refresh.
• Tuition assistance and student loan repayment—let CHAS Health pay for your education! Up to $7,500 for childcare annually through reimbursement, to help you balance work and family life.
• CME and license fee reimbursement—we've got you covered.

*Offered benefits dependent upon employee eligibility and criteria

Working Here | Experience Serving Your Community If you are looking to foster a fulfilling career path while serving your community, you are in the right place. All careers at CHAS Health allow you to make an impact on patient’s lives and our greater community. No matter what clinic or location you join, you become a part of the bigger picture – providing trustworthy, patient-centered, and attentive care to anyone who walks through our doors. We continue to expand operations and are regularly looking for talented and dedicated individuals to help us continue to make a difference in patient lives. Challenging the status quo starts with you – get started today.

Everyone Welcome From the beginning, we strongly believe that all people have the right to high-quality health care. Our goal is to remove barriers to care and provide high-quality, evidence-based care in a place that is convenient – in your neighborhood. We believe everyone deserves to be treated with dignity and respect regardless of their situation.

Compensation Range: $21.92 - $31.25

Job Description

Purpose of Job:

Improve the overall health of the communities we serve by providing superior customer service and achieving the highest potential of user productivity by utilizing and supporting advanced technologies with high standards of efficiency, competence, and collaboration.

Essential Duties and Responsibilities

• Serves as the initial department contact for customers who experience technical issues.
• Identifies, triages, and resolves a variety of technical problems.
• Professionally responds to telephone calls, e-mails, and personal requests for technical support.
• Tracks and monitors open problems to ensure a high standard of customer service is met.
• Escalates unresolved issues to the appropriate IT staff or vendor.
• Communicates system outages and their updates to users.
• May suggest, test, and implement workarounds or solutions to reported issues.
• Creates and maintains documentation on common issues and processes.
• Participates in a regular on-call rotation.
• Achieves productivity standards and goals while maintaining the highest level of customer service.
• Performs other duties assigned, including supporting the CHAS Health Mission and Core Values.

Qualifications

Education/Experience:

• High school diploma or equivalent required.
• Associates degree or higher in a technical field is preferred.
• Certification in one of the following is recommended: A+, Network+, or Microsoft Certified Professional.
• Familiarity with ITIL principles is helpful.
• 1-2 years of experience providing customer service required.
• Experience working with computer hardware, software, and peripherals in a professional environment is required.
• Experience in a healthcare setting preferred.

• Excellent customer service skills are required.
• Above average technical skills, problem solving skills, verbal and written communication skills are essential.
• Ability to work in a team environment, maintain a positive attitude, and a commitment to quality are required.
• Valid driver’s license and insurance required.
• Commitment to supporting a safe and respectful environment is required.

Physical Demands

Sitting at a workstation over 2/3rds of the day. Required to read from text and computer screen over two-thirds of the day. Communicating occurs constantly throughout the day. Able to move around to different facilities as needed. Lifting could be as much as 35 lbs. infrequently throughout the day. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Our core values are our foundation, the guiding sense of direction for our organization

• Social Responsibility
• Patient-Centered
• Entrepreneurship
• Respect for Human Dignity
• Commitment to Continuous Quality Improvement
• Fun

Equal Employment Opportunity

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at CHAS Health will be based on merit, qualifications, and abilities. CHAS Health does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender, gender identity and expression, sexual orientation, national origin, age, disability, or any other characteristic protected by law.

If you are looking to foster a fulfilling career path while serving your community, you are in the right place. All careers at CHAS Health allow you to make an impact on patient’s lives and our greater community. No matter what clinic or location you join, you become a part of the bigger picture – providing trustworthy, patient-centered, and attentive care to anyone who walks through our doors. We continue to expand operations and are regularly looking for talented and dedicated individuals to help us continue to make a difference in patient lives. Challenging the status quo starts with you – get started today.