Help Desk Operator

• Answer inbound IT support calls from SGHS clinicians, providers, and administrative staff
• Create, document, and route tickets appropriately
• Resolve Tier 1 technical issues on first contact whenever possible
• Provide password resets, account support, hardware/software troubleshooting, and Microsoft 365 support
• Escalate unresolved issues to appropriate technical teams
• Maintain detailed documentation and ticket notes
• Follow service desk processes and SLAs Assist in managing call queues during peak call volumes

• 1+ years of Help Desk, Service Desk, IT Support, or Call Center experience
• Experience handling high-volume inbound calls
• Strong customer service and de-escalation skills
• Experience creating and updating support tickets in a ticketing system
• Basic troubleshooting experience with:
• Windows 10/11
• Microsoft 365 (Outlook, Teams, Office)
• Password resets/MFA Printers and peripheral devices

Nice to Have Skills & Experience

• Experience supporting healthcare organizations or hospital systems Call center performance metric experience (ASA, AHT, Abandonment Rate, FCR)

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.