Service Desk Representative

The Service Desk Representative is responsible to analyze and resolve client problems with the aim of eliminating recurrences and reducing calls. Maintain a high level of client satisfaction when providing phone support and remote troubleshooting. Work hours are as scheduled and otherwise required to maintain responsibilities. This is a full-time, hourly position with a 90-day review period for new employees.

Direct Report:
This position reports to the Service Desk Team Lead.

Essential Functions:

  • Provide phone and email ticket support for clients.
  • Communicate ticket updates and status to clients.
  • Apply techniques from our knowledge base for effective use of time on troubleshooting activities.
  • Prevent problems from reoccurring by fixing causes, not symptoms.
  • Modify and maintain documentation on client information and technical solutions.
  • Communicate trends, significant problems, and unexpected delays to peers and leadership.
  • Keep clients informed of information that may interrupt their service or expectations.
  • Participate in the department meetings by providing examples or asking questions that relate changes or additions to standard procedures.
  • Active participation in annual review process. Commitment to personal Growth and Development which will include improve technical competencies and communication skills.
  • Improve processes by suggesting innovative and creative new ideas
  • Cooperate with other employees to create a trusting, honest, and productive work team.
  • Accept other duties as they are assigned from time to time.
Experience Required:
  • Excellent and adaptable customer service skills through difficult client situations.
  • Exceptional communication skills through phone, email, and chat.
  • Experience working on a computer and proficient typing skills.
  • Operational understanding of the administration and monitoring of Microsoft Windows Server operating systems.
  • Financial experience in CCH (Wolters Kluwer) and Quickbooks helpful.
  • EHR applications or Medical experience also a plus.
Preferred Proficiencies:
  • Operational understanding of various Microsoft technologies, including, but not limited to: OS, Exchange, and Active Directory.
  • Works well under stressful situations.
  • Basic understanding of regulatory compliance, including, but not limited to: HIPAA, HI-TECH, and PCI-DSS.
  • Relevant Microsoft and/or Citrix certification.

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