Service Desk Agent I

Job Title: Service Desk Agent I

Duration: 3 months, temp to hire.

Location: Los Angeles, CA 90032 | Remote OK - must reside within 50-100 miles of office location.

Note: Occasional onsite requirements may include HR orientation, equipment pickup, pre-employment health appointments, annual team events, go-lives, or other manager-assigned instances. Flexible travel expectations, typically requiring onsite presence 2-4 days per year for most remote team members.

Work hours: 8-5

Communication: We require strong candidates capable of effective communication in meetings and with stakeholders. Please ensure candidates are vetted for their communication skills.

Interview Process: 2 -3 steps Video/ Teams interview process

Dress code: Business Casual

Job Description

The Service Desk Agent is responsible for supporting inbound tickets and phone calls to clients and triage needs to higher level engineers as required. This role will provide Tier 2 level support, including level 1 escalations for workstations, servers, virtualization, printers, networks, and vendor specific hardware and software. This position is also responsible for supporting the end user community at the client hospitals and clinic locations. This position will provide support for all users experiencing problems with the clinical application software suite, various operating systems, business productivity software, network and Wi-Fi connectivity and other computer related technology.

Minimum Education:

High School Diploma required

Associate's Degree in a related field is preferred.

Must Haves:

Healthcare experience is required- No flexibility

Availability for 3rd shift: 11:00 PM - 7:30 AM. Training will be on the day shift (Monday - Friday, 8:00 AM - 4:30 PM) for at least the first few weeks.

IT experience: Minimum of 3 years in IT, with at least 2 years in Service Desk Support.

Call center experience: Proven experience handling daily tickets (30+ per day).

Customer service skills: Excellent written and verbal communication; able to triage, track, and monitor ticket progress per SLA, following escalation procedures. Must demonstrate the ability to learn quickly, adapt to changing environments, and take on additional responsibilities as needed.

Teamwork and independence: Ability to work both independently and collaboratively, with strong follow-up to ensure successful completion of assigned tasks.

Technical duties: Provide end-user support, quickly analyze and diagnose application/system issues, create and update user accounts in Active Directory and other systems, perform software installations, maintain PCs, and communicate effectively regarding planned and unplanned outages.

Accountabilities:

Act as the point of contact for all IT related issues. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Demonstrate excellent verbal and written communication skills.

Quickly analyze, diagnose and resolve user support issues. Research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.

Creating and updating tickets via Footprints ticketing system according to specified priority levels. Follows client's Health Sciences IT problem and ticket tracking procedures.

Provides User Account provisioning services, as required by creating and updating user accounts via Active Directory.

Install software via Active Directory or System Center Configuration Management (SCCM). Provide remote support via GoToAssist, and SCCM.

Provide basic in-house training to Microsoft application suite; Setup and configuring email for multi-platform mobile devices.

Assists in the acquisition and installation of personal computers, servers, software, peripheral devices and other necessary equipment.

Works collaboratively with other client's Health Sciences IT team members to resolve system problems in a timely fashion.

Provide technical and troubleshooting assistance to client's Health Sciences Campus end users, as required.

Escalate priority and unresolved issues to leadership in order to resolve quickly and efficiently.

Provide superior customer service, training and support to client's Health Sciences Campus end users, as required.

Identify and recommend ways to improve processes to client's Health Science's IT Client Services Team.

Adhere to client's Health Science's IT processes and practices.

Ability to assist with training, documenting and provide guidance to IT staff as needed & oversight for global tickets.

Performs other duties as assigned

Applicant Notices & Disclaimers

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At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's starting pay is: $23.00/hr.