Temporary IT Service Center Help Desk Specialist 1

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Offer telephone assistance and resolution for issues reported in clinical and business systems as well as employer-issued devices.

• Address self-service tickets within the Information Technology ticketing platform and respond to emails sent to the group inbox.

• Analyze and troubleshoot device and system problems, delivering technical, clinical, and business solutions.

• Work collaboratively with the IT Service Center team to exchange knowledge, monitor issue status, resolve problems, and assign triaged tickets.

• Deliver coaching and training on various applications and software.

• Provision IT accounts in accordance with IT Security policies, including new, reenabled, disabled, transferred-role, and student accounts.

• Interact with customers via phone, email, and the ticketing platform, providing status updates, next steps, and timelines.

• Serve as a liaison between customers and technical escalation teams.

• Prioritize and escalate high-urgency or high-impact issues according to Incident Management Guidelines.

• Stay informed about cybersecurity trends, best practices, and regulatory changes.

• Complete mandatory training modules and job-specific training.

• Report safety and IT incidents, adhering to relevant security and safety protocols.

• Execute special functions and duties as assigned by management.

⛳️ Requirements

• High School Diploma or GED - REQUIRED.

• 1-2 years of experience in a customer service-focused environment - REQUIRED.

• Proficiency in using a Windows-based computer - REQUIRED.

• Must be a resident of Arizona.

• Capability to provide telephone support utilizing multi-line phone systems.

• Ability to troubleshoot enterprise hardware, software, computers, and peripheral devices.

• Flexibility to adapt to the demands of a 24/7 IT Service Center, including shift gaps and overtime as required.

• Preferred: 2-year degree in computer science or a related field.

• Preferred: CompTIA A+ certification.

• Preferred: HDI certification.

• Preferred: ITIL certification.

• Preferred: Telephone Etiquette - Customer Service certification.

• Preferred: 2 years of experience in a call center.

• Preferred: 2 years of experience in Information Technology.

• Preferred: 1 year of experience using a ticketing platform for tracking and resolving issues.

• Understanding of computers with competence in utilizing computers and basic software applications.

🏝️ Benefits

• Regular full-time schedule of 40 hours.

• Telecommute/remote work available for Arizona residents.