Service Desk Agent

RESPONSIBILITIES:
Kforce has a client in Los Angeles, CA that is seeking a Service Desk Agent responsible for supporting the end user community for various hospitals and clinic locations. This position will provide support for all users experiencing problems with the clinical application software suite, various operating systems, business productivity software, network and Wi-Fi connectivity and other computer related technology. Candidates must be available to work 3rd shifts (11:00pm-7:30am).

Responsibilities:
* Act as the point of contact for all IT related issues
* Quickly analyze & diagnose application/system issues
* Creating & updating user accounts in Active Directory & other systems
* Performs software installs
* PC maintenance and maintain communication for planned & unplanned outages
* Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
* Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
* Triage, track & monitor ticket progress per required SLA & follow escalation procedures
* Quickly analyze, diagnose and resolve user support issues
* Research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff

REQUIREMENTS:
* High School diploma/GED required
* Associate's degree in a related field is preferred
* 3+ years of IT experience
* 2 years of experience in Service Desk Support
* Must be available to work 3rd shifts (11:00pm-7:30am)
* Healthcare experience
* Demonstrate excellent verbal and written communication skills
* Experience working in a call center handling tickets daily (30+)
* Must demonstrate excellent customer service, written & verbal communication skills;
* Must demonstrate ability to learn quickly and adapt to new & changing environments along with the willingness to take on additional responsibilities

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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