Position Overview:

We are seeking a skilled IT Service Desk Agent to join our IT team and provide technical support to Covenant staff. The ideal candidate will have a strong background in IT support, excellent communication skills, and a passion for delivering exceptional customer service.

Responsibilities:

- Serve as the first point of contact for all IT-related issues and requests from hospital staff.

- Provide technical support and troubleshooting assistance for hardware, software, and network-related problems.

- Respond to service desk tickets in a timely manner, ensuring that all issues are resolved promptly and effectively.

- Perform remote diagnostics and troubleshooting to resolve technical issues.

- Escalate complex problems to the appropriate IT teams for further investigation and resolution.

- Install, configure, and maintain hardware and software systems as needed.

- Create and maintain documentation for IT processes, procedures, and troubleshooting guides.

- Assist with IT projects and initiatives as assigned by the IT management team.

- Adhere to IT security policies and procedures to ensure the confidentiality and integrity of hospital data.

Qualifications:

- Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

- 2+ years of experience in a technical support role, preferably in a healthcare environment.

- Strong knowledge of IT systems, including Windows operating systems, Microsoft Office Suite, and networking technologies.

- Good understanding of Incident, Problem & Change management.

- Experience with service desk ticketing systems (e.g., ServiceNow, Remedy) preferred.

- Excellent communication skills, both verbal and written, with the ability to communicate technical information to non-technical users.

- Strong problem-solving skills and the ability to work independently with minimal supervision.

- Customer-focused mindset with a commitment to delivering high-quality service to hospital staff.

- IT certifications such as ITIL, CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) a plus.