Sr. IT Service Desk Agent

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more u2013 in our careers and in our communities. Job Description Summary: The Senior IT Service Desk Agent provides advanced technical support for healthcare systems, clinical applications, and enterprise technologies within a call center environment. As a subject matter expert, this role supports both clinical and administrative staff by resolving complex technical issues, mentoring junior agents, and ensuring a consistent, customer focused support experience. Senior Agents play a critical role in reducing user effort, improving resolution outcomes, and maintaining operational excellence across the IT Service Desk. Senior Agents also ensure adherence to healthcare IT standardsu2014including ITIL processes and HIPAA requirementsu2014and provide performance feedback to Supervisors and Managers. The ideal candidate brings strong healthcare IT and endpoint support experience, exceptional communication skills, and a commitment to patient centered service. Responsibilities And Duties: 60% - Technical Support Respond to and resolve escalated technical support requests related to workplace productivity, hardware, network-related issues, and healthcareu2011specific applications. Mentor and train junior IT Service Desk Agents; provide realu2011time guidance to improve firstu2011call resolution and service quality. Ensure all support activities comply with HIPAA and applicable healthcare privacy and security regulations. Collaborate with Level 2 and Level 3 IT teams to troubleshoot and resolve systemu2011wide issues. Document incidents, diagnostics, resolutions, and known errors; contribute to the healthcare IT knowledge base and standard operating procedures. Monitor call center metrics (e.g., ticket aging, FCR, MTTR) and assist in optimizing workflows and service delivery. Participate in onu2011call rotations and provide afteru2011hours support for critical incidents as needed. 30% - Customer Service Serve as an ambassador for IT, building and sustaining professional relationships with campus personnel, departments, and care sites. Perform regular followu2011up with customers to confirm resolution, ensure satisfaction, and capture feedback for continuous improvement. Attend customeru2011service skills training and consistently apply best practices (e.g., active listening, empathy, plain language). Coach and mentor fellow associates on excellent customer service, deu2011escalation techniques, and effective communication standards. Promote a customeru2011focused culture by modeling professionalism, ownership, and responsive communication across interactions. 10% - Administrative Participate in team meetings to foster ongoing communication, collaboration, and alignment; help drive consistency in processes and standards across the enterprise. Attend leadership meetings, as requested, to represent the Service Desk; communicate priorities, risks, and operational updates, and cascade relevant information back to the team. Provide input to the Manager on technician performance, coaching opportunities, and training needs; support QA/peer reviews to reinforce service quality and consistency. As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties. The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time. Minimum Qualifications: Associate's Degree: Information TechnologyCCNA - Cisco Certified Network Associate - CISCO - Computer Information System Company, CompTIA-Security+ - Security+ - CompTIA, ITILFC - Information Technology Infrastructure Library Foundation Certification - Axelos Additional Job Description: Education + Associateu2019s degree in an ITu2011related field and/or equivalent experience. SPECIALIZED KNOWLEDGE Experience + 3+ years supporting enterprise desktop environments and PC repair. + 3+ years in a healthcare IT setting or supporting clinical systems. + Highly desirable: Background in largeu2011scale IT call centers; exposure to environments with 20,000+ users / 14,000+ devices. Certifications + Required: ITIL Foundation; Microsoft or CompTIA certification. + Preferred: CompTIA A+ and/or Network+; Cisco Certified Network Associate (CCNA). Work Shift: Variable Scheduled Weekly Hours : 40 Department IS Technical Support Call Center Join us ... if your passion is to work in a caring environment ... if you believe that learning is a life-long process ... if you strive for excellence and want to be among the best in the healthcare industry Equal Employment Opportunity OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment

Created: 2026-04-01