Help Desk Operator

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:

%CB; Windows 10/11

%CB; Microsoft 365 (Outlook, Teams, Office)

%CB; 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