Help Desk Technician

(5) Help Desk Technician openings

Why Open: The solution Center is taking on new business units tickets so with the increased demand there is budget for net new contractors.

Hours per week: 40

Hybrid role: 2 days onsite / 3 days remote

Shifts: 1st, 2nd, and 3rd shifts available

Day-to-Day

A large healthcare organization is seeking Tier 1 Help Desk Analysts to provide phone and email support in a 24/7 inbound call center. Analysts support a broad user base including hospital staff, university students, and patients.Call volume is on average 20–30 calls per day, averaging 5–10 minutes per call, with all tickets documented in ServiceNow. Common requests include student access to online coursework, patient MyChart access issues, and employee IT support such as password resets and printer mapping.

Responsibilities:

• Provide Level 1 technical support via phone, email, and remote tools
• Troubleshoot basic hardware, software, and application issues
• Support Windows, macOS, iOS, and Android devices
• Handle password resets, printer support, remote access, and account issues
• Escalate complex issues as needed

Must-haves

• 1+ year of Help Desk, Service Desk, or IT Support experience
• Experience handling high‐volume inbound calls
• Familiarity with ServiceNow or similar ticketing systems
• Strong customer service and communication skills
• Basic troubleshooting in a Windows environment

Nice to have:

• A+ Certified
• EPIC and MAC experience
• Experience in a hospital environment
• Bachelor's degree