Location: Fully Remote (Must have own equipment)
Schedule Options: 7am-3pm | 8am-4pm | 9am-5pm | 10am-6pm (Must work holidays as needed)

Position Overview

Provide front-line Level 1/1.5 IT support for seven-hospital network and corporate office. Deliver exceptional technical support through phone, email, and automated request queues while maintaining SLAs.

Key Responsibilities

Technical Support:

• Resolve Level 1/1.5 incidents (password resets, MS Office, Windows issues)

• Triage and escalate tickets via ServiceNow per SLAs

• Monitor and resolve auto-triggered request queues

Customer Service:

• Serve as single point of contact for all Service Desk activities

• Deliver positive user experiences through prompt resolution

• Maintain 24/7 coverage (including holiday rotations)

Operational Excellence:

• Track and document tickets from creation to resolution

• Follow escalation protocols for critical issues

• Contribute to continuous process improvements

Technical Environment

• Primary Tools: ServiceNow, performance monitoring systems

• Supported Systems: Windows OS, MS Office Suite, enterprise applications

Qualifications

Education (One of the following):

• Bachelor’s degree in relevant field 1 year IT experience

• Master’s in Management/Business/Related Field

• Equivalent combination of education and experience

Required Experience:

• 1 year in technical support or systems analysis

• Proven customer service skills in healthcare/government settings

• Experience with EDP applications and data processing

Technical Requirements:

• Must provide own equipment:

  • PC/Laptop with monitor

  • Headset

  • Reliable high-speed internet