Between June 14, 2025, and July 1, 2025 Atrium Health is transitioning to a new application platform to enhance efficiency and effectiveness of our hiring processes. To ensure a smooth transition and data integrity during this transition we have temporarily limited the number of job postings on the career website.
While active job postings may be reduced during this phase, it is important to note that Atrium Health remains committed to engaging with and attracting top talent. We encourage interested candidates to proactively connect with us by joining one of our established talent communities. Moreover, we will continue hosting in-person and virtual events, offering unique platforms for potential candidates to interact with Atrium Health representatives, learn about our career paths, and gain a deeper understanding of our mission and values.
Service Operations Tech II
This job posting is no longer active.
Winston Salem, NC, United States
Job ID: 130726
Job Family: Information Services
Status: Full Time
Shift: Day
Job Type: Regular
Department Name: 12531088942536-IAS Field Services Breakfix
Overview
Job Summary
Provides Level 2 IT support to staff, physicians, and business partners by responding to service requests and troubleshooting issues. Works independently and as part of a team to meet goals, improve quality and safety, and enhance customer satisfaction. Participates in IT Service Desk tasks and identifies areas for improvement.
Education/Experience
Associate’s degree or equivalent combination of education and experience. Four years of call center experience preferred. Higher education may substitute for experience.
Reports to
IT Service Operations Manager
Certification
A+ Certification (required within one year of hire).
Essential Functions
- Mentors new Service Desk agents.
- Provides advanced customer service and technical support.
- Authors Knowledge Articles for internal use.
- Troubleshoots Level 2 incidents like network issues, phone problems, and software installations.
- Ensures service desk documentation is up-to-date.
- Escalates unresolved issues and maintains effective communication.
- Documents all work in the IT Service Management system.
Skills & Qualifications
- Strong customer service and communication skills.
- Proficient in documenting activities and troubleshooting various systems, including Windows and Mac devices.
Work Environment
- Fast-paced with possible long hours and unpredictable situations.
- May handle emergency situations and face frequent interruptions.
Physical Requirements
- Activities include sitting, standing, walking, and lifting up to 20 lbs.
