Description

Provide Level 1 and 1.5 IT support for a multi-hospital network and corporate office environment, managing incidents from initial report through resolution.

This role is on-site.

Responsibilities

• Manage Level 1 and 1.5 incidents and requests, monitoring phone calls, email queues, and auto-triggered requests.
• Triage requests to ensure accurate transfers and escalations according to Service Level Agreements (SLAs).
• Track open tickets and monitor progress to ensure all items are closed within SLA requirements.
• Resolve user issues related to password resets, MS Office, and Windows environments.

Required Skills

• 1+ years of experience in a business, hospital, or government organization involving systems analysis or data coordination.
• Proficiency with ServiceNow for ticket lifecycle management.
• Experience supporting MS Office and Windows operating systems.
• Understanding of SLA protocols and incident management workflows.
• Familiarity with EDP applications and data processing programs.
• Ability to work an evening shift (Monday-Friday, 4pm to 12am) and holidays as required for 24/7 coverage.
• Possession of personal IT equipment including a PC/monitor or laptop, headset, and home internet.

Preferred Skills

• Baccalaureate degree in a relevant field or an equivalent combination of education and experience.

Key Skills

Education

Any Graduate