Service Desk Specialist I (IS)Texas Health Resources is looking for top skilled Service Desk Specialist I. Is that you?Work location: Texas Health Resources, 612 E. Lamar Blvd, Arlington, TX 76011Work hours: Full Time, Rotating Schedule for 40 hrs/week.Department highlights:· Opportunities to learn and grow career· Flexible Schedule - work/life balance· Innovative, collaborative and fast-paced environment· Join an inclusive and supportive teamHere’s What You Need· H.S. Diploma or Equivalent (Required) AND· Associate's Degree Computer Science, Information Systems, Business, or related field. (Preferred)· 1 year experience in IT support (Preferred)· Customer Service experience (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.What You Will Do· 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 trouble shooting and resolution for incoming incidents.· Document, prioritize, and track incidents using the Service Now management system.· 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.Additional perks of being a Texas Health employee· Benefits include 401k, PTO, medical, dental, Paid Parental Leave, flex spending, tuition reimbursement, Student Loan Repayment Program as well as several other benefits.· A supportive, team environment with outstanding opportunities for growth.Texas Health Resources Highlights:At Texas Health Resources, our mission is “to improve the health of the people in the communities we serve”.Our award-winning culture is a tribute to our amazing employees. We’re thrilled to be a 2024 FORTUNE Magazine’s “100 Best Companies to Work For®” for the 10th year in a row!We strive to create an atmosphere of respect, integrity, compassion and excellence for all. We’re committed to diversity in our workforce, and our mission to serve spreads across ethnic, cultural, economic and generational boundaries. Join us and to do your life’s best work here!Explore our Texas Health careers site (https://jobs.texashealth.org/) for info like Benefits (https://jobs.texashealth.org/benefits) , Job Listings by Category (https://jobs.texashealth.org/professions) , recent Awards (https://jobs.texashealth.org/awards) we’ve won and more.Do you still have questions or concerns? Feel free to email your questions to recruitment@texashealth.org .#LI-JL1Texas Health requires a resume when an application is submitted.Employment opportunities are only reflective of wholly owned Texas Health Resources entities.We are an Equal Opportunity Employer and do not discriminate against any employees or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
