SERVICE DESK SPECIALIST I – IT SERVICE DESK

Bring your passion to Texas Health so we are Better + Together

Work location: Texas Health Resources, 612 E. Lamar Blvd, Arlington, TX 76011
Work hours: Full Time, Rotating Schedule for 40 hrs/week. (Weekend and holiday requirements)

EDUCATION

• H.S. Diploma or Equivalent (Required) And
• Associate’s Degree Computer Science, Information Systems, Business, or related field. (Preferred)

EXPERIENCE

• 1 years’ experience in Service Desk support. (Preferred)

SKILLS

• Excellent communication skills, both verbal and written are required. Able to communicate effectively and interact with both management and staff levels within the organization, including medical staff. Ability to document and submit knowledge documents for use by team during troubleshooting.
• Must be able to think logically, analytically and make good decisions based on sound judgment.

• Provide first contact technical support via phone, email, chat, web tickets, and various other channels of communication for all IT systems, applications, and equipment. Provide first contact reference and training for customer questions. Provide first contact troubleshooting and resolution for incoming incidents. Document, prioritize, and track incidents using the Connect IT management system. Oversee and manage incidents escalated to 2nd level teams. Provide initial point of contact for customer communications and interactions with ITS. Maintain resolution rate of 70% or better on incoming incidents and maintain Answer rate of 90% or better.
• Participate in root cause analysis and knowledge documentation as required. Participate in group troubleshooting and resolution activities as required. Maintain expected level of expertise in supported systems. Maintain expected levels in assigned training.