Level 1 Service Desk Agent

Our client is seeking highly motivated and dependable Level 1 Service Desk Agents to join our team during a critical period of growth and system transitions. This role is essential for maintaining high levels of customer satisfaction and ensuring efficient IT support for our healthcare professionals. We are looking for individuals with strong critical thinking and problem-solving skills who can contribute to first-call resolution and adapt quickly to a dynamic environment., * Provide first-line technical support for inbound calls and tickets, aiming for high first-call resolution rates

• Accurately document all interactions and resolutions within the ticketing system .
• Perform password resets, device triage, and troubleshoot common IT issues
• Demonstrate comfort and proficiency with remote support software
• Understand and navigate policies related to account management (e.g., AD, ManageEngine, Snap-in tool) and two-factor authentication
• Escalate complex issues to specialized teams, including the Epic team, as appropriate
• Support a high-volume environment, handling approximately 22,000-23,000 calls and closing around 27,000 tickets per month.

• Proven critical thinking and problem-solving abilities
• High level of dependability and strong customer service skills, with the ability to manage interactions with diverse users, including upset physicians and nurses
• Experience in technical troubleshooting and familiarity with ticketing systems (e.g., ServiceNow)
• Ability to quickly learn and adapt to new systems and processes.
• Prior experience in a healthcare IT environment is preferred
• Preference for candidates with professional experience over those fresh out of school, especially given the critical nature of current projects
• Epic experience is not required at this level; the focus is on access and appropriate escalation