Service Desk Representative

CHS has been developing and operating healthcare delivery systems committed to helping people get well and live healthier for nearly 40 years. Our affiliated healthcare systems provide a wide range of services and function as vitally important members of their local communities, offering more than 1,000 sites of care including general acute and specialty care hospitals, physician practices, urgent care centers, freestanding emergency departments, occupational medicine clinics, imaging centers, cancer centers and ambulatory surgery centers.

As one of the largest healthcare delivery systems in the nation, our size provides an advantageous economy of scale and critical resources to help local hospitals identify and act on opportunities. Significant investments in healthcare services, physician recruitment, facility improvements, modern medical technology, healthcare innovation and more underscore our commitment to clinical excellence, safety and the patient experience.

Summary:
Member of the Customer Resolution Center Service Desk team provides remote support and performs duties with minor supervision. Performs user support functions and supplemental project work during appointed shifts. Creates and ensure standards (SOP) are adhered to and documented so as to standardize support. Should also be prepared to respond to a constantly changing list of priorities with intent to carry each task to completion. This person must be team and customer service oriented.

Job Responsibilities:
- Tier 2 Remote support and incident management
- Hardware, Software, Network, Server, Mainframe
- Performs Service Desk functions associated with internal and customer based needs
- Records all Incidents in Service Now ticket management application
- Performs corrective procedures for prevention or system recovery under the direction of Level 2 and Level 3 support
- Manages users IDs as necessary, to include addition of users to individual applications and distribution groups
- Follows security policy in identifying legitimate password reset requests
- Updates operational procedural documentation as needed to reflect new or modified procedures

Job Qualifications:
- High School Diploma or GED
- Minimum of 3 years of Information Technology supporting Service Desk (Help Desk) related experience preferred
- 3+ years of Help Desk experience doing remote support or 3+ years of Desk Side support experience preferred
- Experience supporting Windows for end users
- Experience supporting Lotus Notes or MS Exchange
- 1+ years of experience troubleshooting IT infrastructure

 Physical Demands:
- The Employee is required to read, review, prepare and analyze written data and figures, using a PC or similar, and should possess visual acuity.
- The Employee may be required to occasionally climb, push, stand, walk, reach, grasp, kneel, stoop, and/or perform repetitive motions.
- The Employee is not substantially exposed to adverse environmental conditions and; therefore, job functions are typically performed under conditions such as those found within general office or administrative work. 

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