Help Desk Coordinator

Job Category: Information Systems / Technology

Requisition Number: ISHEL
002472

• Posted :
  February 9, 2026
• Full-Time

Showing 1 location

IRMC Main Hospital
835 Hospital Rd
Indiana, PA 15701, USA

• Recording all calls and personally attempting to resolve problems while with the customer on the phone.
• Determining severity levels of problems and creating trouble tickets and assigning tickets to the appropriate specialty resource.
• Following up on all trouble tickets with the assigned resource and keeping in contact with the customer to verify completeness and satisfaction level.
• Generating all needed reports from the help desk software.
• Escalating, in a timely manner, any/all problems in the open status after their promised completion date and time.
• Informing customers at defined intervals of the status of their issue.
• Calling customers and documenting responses upon problem resolution to verify the resolution was to the customer’s satisfaction.
• Insuring the help desk application is at current software level and all required fixes are installed.
• Assisting the IS operations supervisor in the preparation and administration of customer satisfaction surveys.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

QUALIFICATIONS

Required:

• EDUCATION:
  
  Associate degree in related field or equivalent work experience
• EXPERIENCE:
  • 2 years experience in the computer support area
  • Experience in customer support for both hardware and software applications
• LICENSURE/CERTIFICATION: N/A

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.