Help Desk Operator

Hours: Monday–Friday 6am-2pm or 11am-8pm

Pay Rate: $20/hr–$25/hr

Must-Haves

• 1+ years of Help Desk, Service Desk, IT Support, or Call Center experience
• Experience handling high-volume inbound calls
• Strong customer service and de-escalation skills
• Experience creating and updating support tickets in a ticketing system
• Basic troubleshooting experience with:
• Windows 10/11
• Microsoft 365 (Outlook, Teams, Office)
• Printers and peripheral devices

Preferred Qualifications

• Experience supporting healthcare organizations or hospital systems
• Call center performance metric experience (ASA, AHT, Abandonment Rate, FCR)

Day-to-Day Responsibilities

• Answer inbound IT support calls from SGHS clinicians, providers, and administrative staff
• Create, document, and route tickets appropriately
• Resolve Tier 1 technical issues on first contact whenever possible
• Provide password resets, account support, hardware/software troubleshooting, and Microsoft 365 support
• Escalate unresolved issues to appropriate technical teams
• Maintain detailed documentation and ticket notes
• Follow service desk processes and SLAs