Service Desk Agent I

Company: Spectrum Health Systems, Inc
Location: Worcester
Posted on: May 26, 2025

Job Description:

Job DetailsJob Location Worcester, MAPosition Type Full TimeEducation Level NoneSalary Range $22.50 - $24.00 HourlyJob Shift 1st Shift/DaysJob Category Information TechnologyDescription Location: Westborough, MA - Corporate Home Office.Schedule:Monday - Friday, Full-timePay rate: $22.50-$24.00/hourBenefits:

• Heath, dental, vision insurance
• 401k with company contribution
• Tuition reimbursement
• Paid time off
• Discounts on wide array of services/entertainmentTheService Desk Technician I is responsible for:
  • Being a frontline technical support professional who receives and handles tickets.
  • Providing customers with information, restoring service, and escalating tickets to a higher level of support.
  • Good communication skills and the ability to take direction regarding incident resolution.
  • Having knowledge of IT systems, processes, and terminology.
  • Evaluating documented resolutions and analyze trends for ways to prevent future problems.
  • Alerting management to emerging trends in incidents.
  • Assisting in software releases and rollouts and communication to the end users.
  • Fielding incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
  • Documenting all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
  • Building rapport and elicit problem details from service desk customers.
  • Prioritize and schedule problems.
  • Escalating problem (when required) to the appropriately experienced technician.
  • Recording, tracking and documenting the service desk incident management process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Applying diagnostic utilities to aid in troubleshooting.
  • Accessing software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Identifying and learn appropriate software and hardware used and supported by the organization.
  • Performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Testing fixes to ensure problem has been adequately resolved.
  • Performing post-resolution follow ups to help requests.
  • Developing help sheets and FAQ lists for end users.
  • Reinforcing SLAs to manage end-user expectations.
  • Participating in mandatory on-call rotation.Qualifications Qualifications:
    • Associates Degree or 1 to 2 years equivalent work experience.
    • Optional Certifications: HDI, Microsoft, Cisco, CompTIA or ITIL v3.0 or v4.0.Experience:
      • Knowledge of basic computer hardware including CPU, RAM, HDD, Network Adapters, etc.
      • Extensive application support experience with Electronic Medical Record software.
      • Working knowledge of a range of diagnostic utilities, including remote control software.
      • Experience with smartphone, desktop and server operating systems, including Windows, Apple iOS, Android.
      • Familiarity with the fundamental principles of ITIL.
      • Exceptional written and oral communication skills.
      • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
      • Strong documentation skills.
      • Fluent in English.
      • Customer service experience.
      • Troubleshooting/problem solving experience.
      • Experience working in a team-oriented, collaborative environment.
      • Ability to conduct research into a wide range of computing issues as required.*CA *CBRequired
        Preferred

        Job Industries

        • Other

Keywords: Spectrum Health Systems, Inc, Somerville , Service Desk Agent I, Sales , Worcester, Massachusetts