This position is part of a fully remote team, but the employee is required to be 45-minutes or less from the Cincinnati, OH or Richmond, VA region.

The schedule for this is a variable shift, where the employee will be able to start between 10 pm - 12 am followed by an 8 hour shift.

Job Summary:

The Service Desk Agent I provides front line support to end users by responding to telephone calls, email and electronic requests for technical support to problem Incidents and Service Requests. Documents, tracks and monitors Incidents from the original call into the service desk through problem resolution to insure a timely resolution. Has knowledge of commonly-used Service Desk concepts, practices, and procedures and relies on instructions and pre-established guidelines to perform the functions of the job.

Job Functions:

• Provides Level I Support Desk coverage.
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, chat, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Uses established procedures and experience to determine the nature of the problem and provide solution to customer satisfaction in a timely and accurate manner adhering to established SLA’s
• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor, Analyst or technical staff.
• Interact with internal I&T support personnel in troubleshooting and solving problems and issues in a timely and accurate manner
• Interview user to collect information about problem and lead user through diagnostic procedures to determine source of error.
• Determine whether problem is caused by hardware such as modem, printer, cables, or telephone.
• Document the problem via the Service Now application, in detail, with problem resolution or when appropriate, escalating the problem to the team Lead.
• Provide status feedback and/or appropriate forms to customer as required.
• Provides training on IT activities to internal and external customers and documents all procedures and policies as requested by management.
• Maintain professional demeanor and telephone etiquette in dealing with internal and external customers.
• Maintain a positive attitude in a service oriented environment.
• Perform Customer Support Operator functions as requested by management.
• Be flexible in meeting staffing requirements of a 24 by 7 operation in a hospital environment.
• Utilize the Kronos application appropriately for documenting time and attendance.
• Proficient with Microsoft Office Suite, email, intranet, internet and other systems

Employment Qualifications:

• Undergraduate Degree and/or 1 year of expereince
• 1-3 Years IT Related field
• Strong background with personal computers and related applications, P.C. architecture, network topology, database principles, logical problem analysis skills, and related peripheral knowledge acquired.
• Technical training and or professional Helpdesk or IT call center experience.
• Requires analytical and critical thinking ability to diagnose hardware and software problems and determine resolutions using standard methods and procedures.
• Certification Course A+ Certified (preferred)
• Customer Satisfaction Course Service Desk or Microsoft Certified Desktop Technician Windows OS Training 7 or higher (preferred)

• Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com