Help Desk Operator

IT Support Representative

Required

Skills & Experience:

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) Password resets/MFA Printers and peripheral devices

Nice to Have

Skills & Experience:

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

Job Description:

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 Assist in managing call queues during peak call volumes