Service Desk Representative | Full Time
- High School Diploma or equivalent required. Some college, or 1-2 years of vocational technical training, or an Information Technology/Support industry certification. Associate's degree or higher (Information Technology, Information System, Computer Science, Health Information Management, or other Business/Communication/Technology related), and Information Technology/Support industry certifications.
- Two (2) or more years of successful experience in the area of Service Desk, Help Desk, or IT Support responsibilities, or previously demonstrated success in the HFHS Service Desk Associate Role.
- At least one-year of customer service experience included in the above technical experience or separately.
- Five (5) years or more experience working in a 24/7/365 health care environment help desk, service desk, or IT support position using phone, email, remote assist, and chat to provide direct end-user support preferred.
- Preferred experience supporting the following:
- ServiceNow ITSM tool usage
- Apple/Mac products,
- Windows OS,
- Remote Access VPN
- Citrix-based application
- Epic EMR
- Remote customers and troubleshooting hardware such as printers, mobile devices, laptops, etc.
- Multi-factor authentication tools, such as Duo
- SharePoint
- Microsoft Office applications, such as Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, etc.
- Experience using knowledgebases and other knowledge repository systems preferred. Experience creating/updating knowledge support documentation preferred.
- Certification in IT Service Management (ITSM/ITIL/HDI, etc.)
- Organization: Corporate Services
- Department: Client Services (EUD)
- Shift: Evening Job
- Union Code: Not Applicable
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