West Tennessee Healthcare

Public, nonprofit hospital system with centers

Service Desk Agent 1

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeJackson, TN, USANo salary listedIn-person

About the Job

Requirements

Requires an Associate’s degree or Vocational/Technical School certification.
Requires 0–3 years of experience in the field or in a related area.
Strong aptitude in operating system repairs, spyware removal, virus removal, and upgrades.
Ability to analyze hardware or software issues, isolate problems, resolve them, and escalate cases to second-tier support with documentation when needed.
Ability to communicate technical instructions or solutions in a user-friendly, professional manner.

Responsibilities

Provide technical assistance and support for computer systems, hardware, and software, including computer use and application availability.
Analyze, classify, and log requests in Help Desk software, including criticality, resource requirements, and information provisioning.
Track and monitor problems to ensure timely resolution and serve as the primary contact for end users.
Conduct preventative maintenance rounds and take responsibility for assigned areas.
Complete upgrades and configuration, preventative PC maintenance, scheduled job runs and backups, and system monitoring.
Respond to telephone calls, emails, and personnel requests for technical support.
Take ownership of processes or projects during non-peak call times or designated times and provide backup support in a team environment.
Assist with onboarding new users.
Perform minor desktop hardware repair or replacement.
Meet predefined performance metrics, including login time, not-ready time, average talk time, calls presented, calls answered, calls returned to the queue, and calls returned by timeout.
Maintain professional competence through research, study, and continuing education programs within and outside the hospital.
Complete hospital-wide orientation, comply with policies, and fulfill mandatory in-service requirements.
Be available for callback and overtime as required by the hospital.
Perform related responsibilities as required or directed.

Category:

Technical

City:

Jackson

State:

Tennessee

Shift:

9 - Other Shift (United States of America)

Job Description Summary:

Support position for all aspects of computer use and application availability. Responsible for providing technical assistance and support related to computer systems, hardware, or software. Strong aptitude in OS repairs, Spyware removal, virus removal, and upgrades. As the first support contact for users, this position will be responsible for analyzing hardware or software issues, isolating the problem, and resolving. If second-tier support is required the Help Desk Agent will gather all pertinent information and supply documentation of initial analysis, and escalate to second-tier by way of ticket assignment. Tasks include but are not limited to end-user support, upgrades and configuration, preventative PC maintenance, scheduled job runs and backups, and system monitoring. Respond to telephone calls, emails and personnel requests for technical support. Able to react to change productively and handle other essential tasks as assigned. Clearly communicate technical instructions or solutions in a user-friendly, professional manner. Track and monitor the problem to ensure resolution and serve as the primary contact for the end-users. The employee is subject to call back and overtime as required by the hospital.

Responsibilities

Responsible for analyzing, classifying, and logging all requests in the Help Desk software.
The process includes criticality, resource requirements, and information provisioning.
Tracks and monitors the problem to ensure a timely resolution.
Conduct preventative maintenance rounds taking responsibility for assigned areas.
Take ownership of various processes or projects working on them during non-peak call times or designated times and provide backup support in a team environment.
Assist with the onboarding of new users.
Performs minor desktop hardware repair or replacement.
Demonstrate performance and accountability by adhering to predefined metrics.
Metrics include but are not limited to; log in time, not ready time, average talk time calls presented, calls answered, calls returned to the queue, and calls returned by time out.
Maintain professional competence through research, study, and continuing education programs within and outside the hospital.
Actively supports the six pillars of the organization: High-Quality Healthcare, Compassionate Customer Service: Employee Satisfaction, Financial Strength; Community Value; Ethics and Compliance.
Success in this endeavor will be reflected in the Quality Plus Indicators published monthly for the department.
Completing all hospital-wide orientation, complying with policies, and accepting personal responsibility for mandatory in-service requirements.
Performs related responsibilities as required or directed.

Qualifications

EDUCATION:

Requires Associate’s degree or Vocational/Technical School certification.

LICENSURE, REGISTRATION, CERTIFICATION:

N/A

EXPERIENCE:

0-3 years of experience in the field or in a related area.

NONDISCRIMINATION NOTICE STATEMENT

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.

About the Company

West Tennessee Healthcare

Public, nonprofit hospital system with centers

West Tennessee Healthcare is a public, not-for-profit health system based in Jackson, Tennessee, anchored by Jackson-Madison County General Hospital with 635 beds and several centers of excellence, including Women and Children, Cancer, Emergency, Rehabilitation, and Heart care. Care is delivered through a network of facilities offering inpatient, outpatient, emergency, and specialty services, with centers coordinating to provide comprehensive treatment across the region. It differentiates itself by its not-for-profit, community-focused model and integrated centers of excellence under one regional system, rather than a for-profit, multi-provider setup. Its goal is to provide broad, community-focused healthcare across West Tennessee through an integrated hospital network, ensuring access to acute, specialty, emergency, rehabilitation, and cancer and heart services for residents in the area.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Jackson, MS
Founded: 1950

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