Service Desk Representative

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.

Community Health Systems is one of the nation’s leading healthcare providers. Developing and operating healthcare delivery systems in 44 distinct markets across 15 states, CHS is committed to helping people get well and live healthier. CHS operates 78 acute-care hospitals and more than 1,000 other sites of care, including physician practices, urgent care centers, freestanding emergency departments, occupational medicine clinics, imaging centers, cancer centers and ambulatory surgery centers.

Position 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.
• 3+ years of Help Desk experience doing remote support or 3+ years of Desk Side support experience
• Experience supporting Windows for end users
• Experience supporting Lotus Notes or MS Exchange
• 1+ years of experience troubleshooting IT infrastructure