Job Details

Location: Fully Remote (Must have own equipment)
Schedule Options: 7am-3pm | 8am-4pm | 9am-5pm | 10am-6pm (Must work holidays as needed)

Position Overview

Provide front-line Level 1/1.5 IT support for seven-hospital network and corporate office. Deliver exceptional technical support through phone, email, and automated request queues while maintaining SLAs.

Key Responsibilities

Technical Support:

• Resolve Level 1/1.5 incidents (password resets, MS Office, Windows issues)
• Triage and escalate tickets via ServiceNow per SLAs
• Monitor and resolve auto-triggered request queues

• Serve as single point of contact for all Service Desk activities
• Deliver positive user experiences through prompt resolution
• Maintain 24/7 coverage (including holiday rotations)

• Track and document tickets from creation to resolution
• Follow escalation protocols for critical issues
• Contribute to continuous process improvements

• Primary Tools: ServiceNow, performance monitoring systems
• Supported Systems: Windows OS, MS Office Suite, enterprise applications

• Bachelor's degree in relevant field + 1 year IT experience
• Master's in Management/Business/Related Field
• Equivalent combination of education and experience

• 1+ year in technical support or systems analysis
• Proven customer service skills in healthcare/government settings
• Experience with EDP applications and data processing

• Must provide own equipment:
  
  • PC/Laptop with monitor
  • Headset
  • Reliable high-speed internet