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