Service Desk Tech (Full-Time, Tuesday 10A-8P, Wednesday- Friday 12P-10P) )

Washington Regional Medical System•Fayetteville, AR

2d•Onsite

About The Position

The role of the Service Desk Tech reports to the Service Desk Manager. This position provides first-level technical support for hospital staff, clinicians, and administrative personnel across the health system. This role is responsible for troubleshooting and resolving IT-related issues, ensuring timely and accurate support for hardware, software, network connectivity, and clinical applications. The technician serves as the primary point of contact for end-user support and plays a critical role in maintaining system uptime and user satisfaction.

Requirements

1–3 years of experience in IT support or service desk environment, preferably in healthcare.
Strong troubleshooting skills for hardware, software, and network issues.
Excellent customer service and communication skills.
Ability to work in a fast-paced, high-demand environment.
Knowledge of ITIL principles and ticketing systems (e.g., ServiceNow, Remedy).
Understanding of HIPAA compliance and healthcare IT security requirements.

Nice To Haves

Familiarity with EHR systems (e.g., Epic) and hospital IT workflows is a plus.
Bachelor’s degree in IT or related discipline.

Responsibilities

Respond to incoming service requests via phone, email, and ticketing system in a timely and professional manner.
Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, and peripheral equipment.
Provide support for hospital-specific applications, including Electronic Health Records (EHR), scheduling systems, and other clinical tools.
Assist with password resets, account provisioning, and access management in compliance with security policies.
Escalate complex issues to Tier 2 or Tier 3 support teams as needed, ensuring proper documentation and follow-up.
Maintain accurate records of all service desk interactions in the ticketing system.
Educate end-users on best practices for system use, security, and troubleshooting.
Participate in on-call rotation and respond to urgent issues outside of normal business hours when required.
Collaborate with IT teams to identify recurring issues and recommend process improvements.
Assist with providing coverage on any shift, as needed to staff a 24/7 department.
Support hardware deployment and software installations across hospital departments.
Assist in maintaining inventory of IT assets and peripherals.
Contribute to knowledge base articles and documentation for common issues and solutions.
Ensure compliance with HIPAA and other healthcare IT security standards.