What are the responsibilities and job description for the Service Desk Technician position at Healthcare Highways?
Job Description
We are seeking a proactive and customer-focused Service Desk Technician to join our IT Infrastructure team. In this role, you will be responsible for providing technical support to employees and clients.
Roles And Responsibilities
# Tickets Completed within SLA: > 50 Average Response Time: # Learning New Tools or Techniques: > 0 Average Resolution Time: Service Level Compliance: [# under SLA / Total Tickets]
Educational And Qualification Requirements
Great Place to Work Certified
Healthcare Highways is redefining employer-sponsored healthcare by challenging traditional networks and introducing competition, flexibility, and cost efficiency to the marketplace. As a leader in high-performance networks (HPNs), we specialize in medical provider network services. We partner with high-quality providers, third-party administrators, payors, consultants, and employers to deliver tailored network solutions. Our approach expands access, drives down costs, and optimizes health plan benefits, ensuring better healthcare quality for businesses and their employees.
We foster a collaborative, innovative, and inclusive workplace where creative and analytical thinkers thrive. At Healthcare Highways, candor, integrity, and teamwork are at the core of everything we do. We invest in our employees' growth and professional development by offering competitive compensation, career advancement opportunities, and a strong commitment to work-life balance.
A career at Healthcare Highways means being part of a forward-thinking organization transforming healthcare. If you're passionate about impacting employers, providers, and the communities we serve, we invite you to join our mission.
Explore opportunities and join our team today at Healthcare Highways Careers.
Great Place to Work Certified Healthcare Highways is redefining employer-sponsored healthcare by challenging traditional networks and introducing competition, flexibility, and cost efficiency to the marketplace. As a leader in high-performance networks (HPNs), we specialize in medical provider network services. We partner with high-quality providers, third-party administrators, payors, consultants, and employers to deliver tailored network solutions. Our approach expands access, drives down costs, and optimizes health plan benefits, ensuring better healthcare quality for businesses and their employees. We foster a collaborative, innovative, and inclusive workplace where creative and analytical thinkers thrive. At Healthcare Highways, candor, integrity, and teamwork are at the core of everything we do. We invest in our employees' growth and professional development by offering competitive compensation, career advancement opportunities, and a strong commitment to work-life balance. A career at Healthcare Highways means being part of a forward-thinking organization transforming healthcare. If you're passionate about impacting employers, providers, and the communities we serve, we invite you to join our mission. Explore opportunities and join our team today at Healthcare Highways Careers.
We are seeking a proactive and customer-focused Service Desk Technician to join our IT Infrastructure team. In this role, you will be responsible for providing technical support to employees and clients.
Roles And Responsibilities
- Receive, review, and triage incoming service tickets to determine the priority and nature of the issue.
- Provide remote technical support for security systems and IT infrastructure issues.
- Monitor the ticket system and email queue, addressing tickets based on their priority.
- Ensure compliance with Service Level Agreements (SLAs) and meet response times for all support requests.
- Assist in creating user accounts as part of the onboarding process.
- Serves as a point of contact for all Service Desk requests and change management services.
- Maintain detailed and accurate documentation of all troubleshooting steps, resolutions, and customer interactions in the ticketing system.
- Offer technical support to employees and clients facing issues with desktops, laptops, network services, and software applications
- Administer account password resets and process new user account requests.
- Ensure adherence to security protocols and industry standards (e.g., HIPAA, SOC2).
- Monitor ongoing customer issues to ensure prompt and satisfactory resolution, updating users as needed on progress.
- High School Diploma or equivalent required.
- 0-1 year of applicable work experience in IT support or customer service.
- Basic knowledge of hardware troubleshooting (desktops, laptops, printers, etc.).
- Strong verbal and written communication skills, with the ability to explain technical issues to non-technical users.
- Ability to manage multiple tasks efficiently in a fast-paced environment while providing high-quality support.
- Strong problem-solving abilities and the ability to troubleshoot issues efficiently.
- Meticulous attention to detail and proficiency in accurately documenting issues and resolutions in the Service Desk system.
- Ability to work independently and collaborate effectively as part of a team.
- Strong desire to exceed customer service expectations and provide exceptional support.
- Excellent time management and organizational skills, with the ability to prioritize tasks according to urgency.
- Flexibility to perform additional duties as assigned.
- A proactive, customer-oriented mindset with a focus on delivering solutions.
- A passion for continuous learning and self-improvement in IT and service desk operations.
Great Place to Work Certified
Healthcare Highways is redefining employer-sponsored healthcare by challenging traditional networks and introducing competition, flexibility, and cost efficiency to the marketplace. As a leader in high-performance networks (HPNs), we specialize in medical provider network services. We partner with high-quality providers, third-party administrators, payors, consultants, and employers to deliver tailored network solutions. Our approach expands access, drives down costs, and optimizes health plan benefits, ensuring better healthcare quality for businesses and their employees.
We foster a collaborative, innovative, and inclusive workplace where creative and analytical thinkers thrive. At Healthcare Highways, candor, integrity, and teamwork are at the core of everything we do. We invest in our employees' growth and professional development by offering competitive compensation, career advancement opportunities, and a strong commitment to work-life balance.
A career at Healthcare Highways means being part of a forward-thinking organization transforming healthcare. If you're passionate about impacting employers, providers, and the communities we serve, we invite you to join our mission.
Explore opportunities and join our team today at Healthcare Highways Careers.
Great Place to Work Certified Healthcare Highways is redefining employer-sponsored healthcare by challenging traditional networks and introducing competition, flexibility, and cost efficiency to the marketplace. As a leader in high-performance networks (HPNs), we specialize in medical provider network services. We partner with high-quality providers, third-party administrators, payors, consultants, and employers to deliver tailored network solutions. Our approach expands access, drives down costs, and optimizes health plan benefits, ensuring better healthcare quality for businesses and their employees. We foster a collaborative, innovative, and inclusive workplace where creative and analytical thinkers thrive. At Healthcare Highways, candor, integrity, and teamwork are at the core of everything we do. We invest in our employees' growth and professional development by offering competitive compensation, career advancement opportunities, and a strong commitment to work-life balance. A career at Healthcare Highways means being part of a forward-thinking organization transforming healthcare. If you're passionate about impacting employers, providers, and the communities we serve, we invite you to join our mission. Explore opportunities and join our team today at Healthcare Highways Careers.
