Service Desk Support

Health First - Milford, CT

Full-time

Milford, CT

Ambulatory Health Care Services

About the position

This position involves providing first-level technical support for Healthfirst employees in a 24x7 environment. The role requires effective communication and problem-solving skills to resolve technical issues while maintaining a high standard of performance under pressure. The technician will utilize Service Now for incident management and will work collaboratively with diverse teams to ensure efficient service delivery.

Responsibilities

• Provide daily first level technical support for Healthfirst employees via phone support.
• Maintain and monitor the Service Desk incident and request queues.
• Work with Healthfirst employees and vendors to resolve technical problems.
• Establish the proper course of action to ensure timely completion of work products.
• Maintain stable performance under pressure and handle stress appropriately.
• Acquire and maintain the technical expertise required for effective customer solutions.
• Utilize problem-solving skills and technical knowledge for various functional areas.
• Appreciate and include diverse capabilities and insights while working with individuals of diverse backgrounds.
• Self-impose high standards of performance excellence and accountability for tasks.
• Utilize Service Now to document, prioritize, and track incidents or requests accurately.
• Follow Service Desk operating procedures for logging, assigning, and resolving incidents or requests.
• Understand operations of commonly used software, hardware, and equipment for troubleshooting.
• Follow up and make scheduled callbacks to customers as necessary.
• Stay current with system information, changes, and updates.

Requirements

• Flexibility to support a 24x7 environment, including overtime, weekends, and holidays.
• 2-5 years of experience as an IT service desk analyst.
• Demonstrated interpersonal and customer service skills.
• Ability to organize ideas and communicate effectively to various audiences.
• Ability to troubleshoot and provide technical support for standard desktop operating systems and applications.
• Experience administering Active Directory.
• Understanding of various communication technologies and methods.

Nice-to-haves

• A+ Certification or equivalent work experience.
• Working knowledge of the Service Now ticket system.
• Associate degree from an accredited institution or completed coursework from an accredited college.