Service Operations Tech II

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.