Service Desk Representative

Service Desk Representative (Healthcare IT)

Make a Real Impact Through Technology + Patient Care

Join our team as a Service Desk Representative and play a critical role in supporting the technology that powers patient care across a global healthcare organization. From clinics and hospitals to remote providers around the world, you’ll be the first line of defense—ensuring clinicians and staff stay connected, productive, and supported every day.

In this role, you will support end users by troubleshooting hardware, software, network, and VPN issues, ensuring clinical and business operations run smoothly. Support is delivered via phone, chat, and email, with occasional onsite assistance as needed.

• Provide technical support via phone, chat, and email
• Troubleshoot hardware, software, network, and VPN issues
• Support end‑user devices including laptops, desktops, mobile devices, and printers
• Log, track, and resolve incidents using Service Now
• Escalate complex issues to appropriate teams
• Maintain security and access protocols
• Document solutions and contribute to knowledge base

• Operating Systems:
  Windows, macOS, iOS, Android
• Enterprise Tools:
  Service Now, Active Directory, Citrix, Webex
• Healthcare Systems:
  Epic EMR, People Soft
• Security: VPN, Duo Multi‑Factor Authentication
• Collaboration:
  
  Microsoft 365 (Outlook, Teams, SharePoint, One Drive)

• 5+ years of Service Desk or Help Desk experience
• 1+ year of customer service experience
• Strong troubleshooting and communication skills

• Experience in a 24/7 healthcare IT environment
• Hands‑on experience with Service Now ITSM
• Epic EMR
• Citrix environments
• VPN and remote access technologies
• Apple/Mac and Windows systems
• Multi‑factor authentication tools (Duo, Authenticator)
• Experience supporting remote users and hardware (printers, laptops, mobile devices)
• Familiarity with knowledge management systems and documentation

• Medical, dental, and vision insurance
• Critical illness, accident, and hospital coverage
• 401(k) retirement plan (pre‑tax and Roth contributions)
• Life insurance (voluntary life and AD&D for employees and dependents)
• Short‑term and long‑term disability coverage
• Health Savings Account (HSA)
• Transportation benefits
• Employee Assistance Program (EAP)
• Paid time off, including PTO, vacation, and/or sick leave

This is a Contract to Hire position based out of Detroit, MI.

The pay range for this position is $22.00 - $22.00/hr.

This is a hybrid position in Detroit, MI.

This position is anticipated to close on Jul 9, 2026.

The company is an equal‑opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance:
Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI):
We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.