Service Desk Agent

  • Apex Systems
  • Palo Alto, CA, USA
  • Jul 15, 2019
Full time Admin-Clerical Business Development Customer Service

Job Description

Job Summary:

The Service Desk Agent I is responsible for providing first contact remote support tothe hospitals end users via phone, webchat, and email, assisting with the configuration, repair, and maintenance for a variety of end user devices and applications. Service Desk Agent I attempts to resolve incidents during the initial contact in a professional and efficient manner. Additionally, the Service Desk Agent I coordinates onsite repair or OEM parts/maintenance or escalated support to Level 2 support teams as required.

Job Duties:

The job duties listed are typical examples of work performed by positions in this job classification, and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities.  Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient’s rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

  • Respond to calls, webchats, and emails from end users.
  • Perform initial diagnosis and support of incidents and service requests.
  • Consistently resolve incidents and service requests on first contact for common IT issues, using knowledge databases and technical service bulletins as required.
  • Determine whether onsite support is required and coordinate with field support teams and OEM manufacturers to ensure timely response.
  • Coordinate support from Level 2 support teams to resolve incidents as required.
  • Track status of incident and service request tickets using SHC’s IT service management tool.
  • Create, update, and maintain knowledge articles in the knowledge management system.

Minimum Qualifications:

  • Education: High school diploma
  • Experience: Two (2) years of progressively responsible and directly related work experience.
  • Required Certification: CompTIA A+, Microsoft Technology Associate.
  • Preferred Certification: Microsoft Certified Solutions Associate.

Knowledge, Skills and Abilities:

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

Strong experience troubleshooting, repairing, and supporting the following:

  • Windows 7, Windows 8, Windows 10, and Mac operating systems, as well as common end user computing applications (e.g., MS Office, Outlook, VPN);
  • HP, Dell, Tangent, and Apple desktop/laptop hardware systems; OEM certification or at least 3 years of documented service required on at least 2 of these hardware systems;
  • Apple (iPad) and other common tablet computing devices;
  • Printers, monitors, external hard-drives, network interface cards, etc.;
  • Experience tracking and updating tickets in ServiceNow preferred.
  • Excellent customer service orientation and verbal communication skills
  • Ability to work in the field with accuracy and minimal direction

Physical Requirements and Working Conditions:

The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.






Vestnys, Stephanie