MS Service Desk Agent

Job Description:

Job Summary

The Service Desk Agent- Associate role is to help ensure proper computer and program operations so that callers are able to use these resources effectively. The agent fields questions regarding proprietary websites and applications. This includes receiving, prioritizing, documenting, and actively resolving help requests. Problem resolution may involve the use of diagnostic and tracking tools, as well as require that the caregiver escalate any issues through the ticketing process for the purpose of more advanced or hands-on help. This position works closely with staff and senior members to ensure proper performance. Basic familiarity and minimal experience as a service desk agent are beneficial. Requires additional support and/or training to become fully proficient. Work is normally overseen by higher level technical contributors.

Job Description

Essential Functions 

• Fields incoming help requests from callers using both telephone and email in a courteous manner. 

• Documents all pertinent caller identification information including but not limited to name, contact information, and nature of call or issue. 

• Builds rapport and elicits details thorough details and understanding from caller. 

• Resolves requests and incidents at the lower levels. Escalates problems to the appropriately experienced technician as necessary. 

• Records, tracks, and documents the help desk request problem-solving process. 

• Applies diagnostic utilities to aid in troubleshooting. 

• Accesses software updates, drivers, knowledge bases, frequently asked questions, and other resources (where appropriate) to aid in problem resolution. 

• Identifies and learns appropriate software and hardware used and supported by the organization. 

• Follows up on fixes to ensure problem has been adequately resolved through proper channels.  

Skills 

• Customer service 

• Phone calls 

• Effective communication 

• Service oriented  

• Problem resolution 

• Willingness to collaborate with others 

• Computer literacy  

Minimum Qualifications 

• Demonstrated knowledge of basic computer hardware. 

• Demonstrated strong documentation skills. 

• One year of experience in a customer service role. 
• Strong written and oral communication. 
• Ability to present ideas in user-friendly language.  

Preferred Qualifications

• Ability to effectively prioritize and execute tasks in a high-pressure environment.  

• High attention to detail. 
• Experience in a healthcare environment. 
• Strong interpersonal and oral communication skills and problem-solving abilities. 
• Highly self-motivated and directed. 
• Experience working in a team-oriented environment. 

Physical Requirements

• Ongoing need for caregiver to see and read information, assess caller’s needs, and operate computer system.  

• Frequent interactions with callers and other employees that require caregiver to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately. 
• Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc. 
• Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.  

Entry Rate: $19.74-$20.20/hour

Benefits Eligible: Yes - Paid time off, tuition reimbursement, medical, dental, and vision insurance. Some benefits start immediately and others—like medical, dental, and vision—start the first day of the month following start date.

Shift Details: Start Date: March 3rd (In Office Training in Murray, Utah) Throughout training and phone certification process, employees work Monday through Friday, 8:00 a.m. to 4:30 p.m. (Full Time Schedule 40hrs/week)

Due to extensive training, time off will not be approved for the first 21 days of employment. 

Post training, shifts will typically fall within regular business hours: Monday through Friday, 7:00 a.m. to 9:00 p.m., and Saturday 9:00 a.m. to 3:00 p.m.

In Office and Flexwork Options: The opportunity to work from home will be an available option after the completion of training, phone certification, and work requirement standards process. Job specific standards and a work at home conducive environment are required before making this transition. All work at home or Flexwork request will go through an approval process.

Physical Requirements:

Location:

Work City:

Work State:

Scheduled Weekly Hours:

The hourly range for this position is listed below. Actual hourly rate dependent upon experience. 

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers, and for our Colorado, Montana, and Kansas based caregivers; and our commitment to diversity, equity, and inclusion.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

All positions subject to close without notice.