Service Desk Specialist

A health services network in Tennessee is actively seeking a new End User Support / Service Desk Specialist to join their growing team. In this role, the End User Support / Service Desk Specialist will be responsible for providing Tier 1 technical support for internal and external users across hardware, software, applications, telephony, and network systems.

About the Opportunity:

• Schedule: Flexible shifts, including weekends and holidays


• Hours: 8am to 5pm (with rotating on-call for Service Desk role)


• Setting: 24/7/365 support coverage

Responsibilities:

• Troubleshoot and resolve issues via phone, chat, email, or in-person using ITSM tools


• Perform manual software installations and ensure change approvals are in place


• Document and track incidents, requests, and resolutions in compliance with knowledge management standards


• Act as the first point of contact for technical support, ensuring excellent customer service


• Escalate issues with clear documentation when necessary


• Maintain awareness of HIPAA and regulatory compliance in all support activities


• Continuously improve service delivery and stay updated on IT trends and tools

• 1+ year of related IT support experience


• Associate's Degree in Information Technology and/or a related field


• Certifications required within 12 months: Support Center Analyst, ITIL Foundation, etc.


• Working knowledge of Windows OS


• Proficiency in Microsoft Office


• Proven analytical and problem-solving abilities


• Strong communication, organizational, and time management skills


• Ability to manage multiple tasks in a dynamic, fast-paced environment

Desired Skills:

• 
  

  Bachelor's Degree in Information Technology and/or a related field