IT Service Desk Professional
6 months (with potential extension)
Location: 100% Remote
Schedule Requirement: Must be available to work
8:30 AM – 5:00 PM EST for the first 3 months. Ability to work between
5:00 AM – 9:30 PM ET thereafter, including evenings, weekends, and holidays as scheduled.
Position Summary
The Guest Teammate IT Technical Support Representative provides over-the-phone technical support the teammates, partners, and customers. This role is responsible for resolving IT issues in a timely manner, documenting known issues and solutions, collaborating with project teams, and escalating incidents when necessary to minimize downtime.
This position supports
desktop applications, network troubleshooting, and clinical/healthcare applications, while delivering exceptional customer service.
Key Responsibilities
- Diagnose and resolve IT issues using basic IT knowledge and problem-solving skills
- Ask appropriate probing questions to determine root cause and resolution
- Resolve the majority of incidents at first contact using IT tools and expertise
- Provide excellent customer service and full ownership of issues
- Log and document troubleshooting steps and solutions per knowledgebase standards
- Escalate incidents when necessary to appropriate support teams
- Provide on-call support during non-business hours as scheduled
- Communicate status updates and follow-up with customers to ensure satisfaction
- Share trends and undocumented issues with leadership and IT teams
- Complete additional tasks and projects as assigned by Service Desk leadership
Required Skills & Qualifications
- Minimum 6 months of related IT or technical support experience
- Experience with computer, printer, and network troubleshooting
- Ability to diagnose and troubleshoot Microsoft products
- Experience supporting healthcare or clinical applications
- Strong customer service skills and professional phone etiquette
- Excellent documentation and communication skills
- Ability to work independently and in a team environment
- Willingness to work evenings, weekends, holidays, and on-call shifts as scheduled
- Ability to travel up to 5%
- English proficiency (speak, read, write)
Education
- High School Diploma or GED required
- One-year certificate from a college or technical school OR
- At least 1 year of customer service–related experience/training, or equivalent combination of education and experience
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