Service Desk Rep

Service Desk Representative

The Service Desk Representative provides support for basic incident resolution and requests, including initial assessment, triage, research, and resolution of issues related to software products and components. This role is responsible for collecting information via the Service Now ticketing system and escalating issues beyond the scope of resolution when necessary.

Essential Functions

• Offers first-line troubleshooting and support for issues related to hardware, software, networking, and systems. This includes desktops, laptops, mobile devices, printers, and basic network troubleshooting. Addresses and resolves basic incidents and requests; logs all incidents and requests; engages appropriate resources to resolve incidents that are beyond the scope of their ability or responsibility. Adapts and prioritizes with an environment that is subject to rapid fluctuation.
• Uses the appropriate Service Now categories for logging incidents and requests. Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Analyzes and resolves incidents and requests. Documents resolutions and provides updates.
• Adheres to and supports CHS standards, policies, and procedures. Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
• Must be able to effectively manage multiple tasks with the ability to prioritize and manage tight deadlines.
• Grows general knowledge of current corporate, region, and facility-specific products, increasing ability to resolve requests on first contact.
• Uses remote support tools to diagnose and resolve technical issues when not on-site. Guide users through the process of resolving minor issues.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required
• Associate Degree in relevant field or appropriate technical certifications preferred
• Bachelor's Degree in related field or equivalent combination of education and experience preferred
• 1-3 years Service Desk experience required
• 0-1 years Previous experience in SQL or Access preferred
• 0-1 years Previous experience in Learning Management Systems required

Knowledge, Skills and Abilities

• Knowledge of IP Networking, Active Directory Security, Client –Server Networking, Email and Web Services and Database Concepts, Identity Management (IDM), and Service Now
• Excellent PC skills including demonstrable experience using various Microsoft Office tools, ability to efficiently create and utilize spreadsheets with advanced to expert Excel knowledge
• Microsoft Office Suite: Proficiency in troubleshooting and supporting common office applications (Word, Excel, Outlook, etc.)
• Basic Network Troubleshooting: Understanding of network configurations, IP addressing, VPNs, Wi-Fi, and Ethernet connections. Internet Connectivity: Diagnose and resolve issues with internet connectivity, including routers, firewalls, and proxy servers.
• Password Management: Familiarity with password reset tools, multi-factor authentication (MFA), and user access control. Basic Security Practices: Understanding of security practices, such as managing antivirus software, preventing phishing attacks, and securing user data.
• Problem-Solving Skills: Ability to diagnose issues, find solutions quickly, and resolve problems effectively.
• Attention to Detail: Thorough and detail-oriented approach to logging incidents, diagnosing issues, and documenting resolutions.

Licenses and Certifications

• CompTIA A+ Certification Computer technology required
• MSOS - Microsoft Office Specialist required

Job Identification 153865

Job Category Information Technology

Job Schedule Full time

Job Shift Day

Locations 4000 Meridian Blvd, Franklin, TN, 37067, US