Job Description
Job Description
Required Skills & Experience
• 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)
Job Description
• 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