IT Service Desk Associate I
Job description
Service Desk Associate I must have strong customer service skills and possess a strong understanding of computer equipment, operating systems, software applications, and networking principals. Reporting to the Service Desk Manager, team members will provide front-line primary technical support to all end users including Cook employees, contractors, patients and patient families on various technical issues and problems relating to hardware, software, and peripherals. This includes the responsibility for responding to, documenting, and resolving service tickets in a timely manner. Manage the processing of incoming calls to the Service Desk via telephone, voicemail, e-mail, self-service portal, walk-in, event management, etc. to ensure courteous, timely, and effective resolution of issues.
Required Experience:
- High school degree or equivalent
- Working knowledge in Microsoft Operating Systems
- Strong written and oral communication skills
- Proven analytical and problem-solving abilities
- Exceptional customer service skills
Preferred Experience:
- Working knowledge of managing users in Active Directory and Microsoft Exchange
- Experience with Service Management and ticketing tools, Zendesk, Ivanti preferred
- Exceptional knowledge and experience with computer hardware, mobile devices (IOS & Android), IP phones, videoconferencing, teleconferencing, printers, time clocks (Kronos), kiosks, and peripherals
Licensure, Registration, and/or Certification:
- A+, Network+ - One or more highly preferred
Location: Cook Children's Health Care System · Information Services
Schedule: Full-Time, Days
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