Service Desk Representative (Full-time, Nights)
Core
First point of contact for internal and external users to report incidents and requests for IT services via phone, email, and chat, resolving technical issues and maintaining high first-contact resolution rates.
Role type
Tier One Service Desk Representative
Builds
IT support solutions for the Rochester General Health System
Domain
Healthcare IT / Help Desk
Deliverable
client delivery
Required skills
troubleshooting hardware and software, managing incident tickets, multi-tasking, prioritizing workload, basic network tools usage, customer service communication
Preferred skills
Active Directory management, virtual drive mapping, mobile device support, Microsoft Office Suite proficiency, ERP/EHR system familiarity, online knowledge base navigation
Technologies
Windows, Office, ERP, EHR, iOS, Active Directory, ping, nslookup, traceroute
Responsibilities
Provide telephone, email, and chat support; reactively resolve technical issues; troubleshoot hardware and software problems; manage incident tickets; adhere to Tier One performance metrics and SLAs.
Seniority
Entry-level to Junior, hands-on IC