Service Desk Agent

Summary of Essential Functions

This role serves as the first point of contact for technical support and plays a critical role in managing internal and external communications, including emergency paging and alarm monitoring. The ideal candidate will demonstrate strong technical aptitude, excellent communication skills, and the ability to remain composed in high-pressure situations.

Educational Requirements

• High school diploma or equivalent required.
• Must be able to communicate effectively in English, both verbally and in writing.

Knowledge, Skills, and Abilities

• Basic understanding of IT systems, EMR platforms, and troubleshooting techniques.
• Familiarity with ITSM tools (e.g., ServiceNow) and remote support tools.
• Experience with telecommunication systems, paging platforms, and alarm monitoring equipment.
• Strong customer service and multitasking skills.
• Ability to remain calm and professional during emergencies.
• Willingness to work a 24x7x365 rotating schedule including nights, weekends, and holidays.

Preferred Qualifications

• Certifications: ITIL Foundations, CompTIA A+, or similar.
• Experience in a healthcare or hospital communications environment.
• Exposure to scripting or basic programming (JavaScript, Python, SQL) is a plus.

Physical Requirements

• Ability to wear a headset and work at a computer for extended periods.
• May lift up to 25 pounds occasionally.
• Manual dexterity and hand-eye coordination.
• Corrected vision and hearing to normal or near-normal range.

Duties and Responsibilities

• First-Level Support: Responds to user inquiries and provides first-level contact and resolutions to customer issues related to IT and EMR systems via phone, email, and ticketing systems.
• Troubleshooting: Diagnoses and resolves technical issues, including login problems, password resets, connectivity, and software/hardware malfunctions.
• Ticket Management: Creates, updates, and tracks service desk tickets in ServiceNow, ensuring accurate documentation and timely resolution.
• Customer Service: Delivers excellent customer service by addressing user needs promptly and professionally, including providing hospital information to patients, families, and staff.
• Communication: Communicates clearly with users to understand issues and provide guidance; escalates unresolved problems appropriately. Also handles internal/external call routing, emergency code responses via overhead paging and secure messaging, and monitors annunciator panels and alarms.
• Documentation: Maintains detailed and accurate records of service desk interactions, emergency communications, and system alerts.
• Training and Support: Assists in onboarding and training users on systems and software, promoting best practices for IT and EMR usage.
• Continuous Improvement: Participates in process improvement initiatives and recommends enhancements to tools and workflows.
• Reporting: Supports data-driven decision-making by assisting in the creation and maintenance of service and performance reports.