Service Desk Specialist, IS&T

Job Description

Specialist- Service Desk, IS&T, First Shift

UC Health is hiring a Full-time Specialist- Service Desk for the IS&T department for the first shift to work remotely within IN, KY, or OH.

Responsible for receiving internal customer calls to the centralized UC Health Service Desk pertaining to UC Health standard hardware/software/accounts or networking problems. Provide basic to mid-level support for customer's technical problems and facilitate communication to other IS&T groups (Tier 2 support), when that expertise is needed. Receive external patient calls to provide technical login support of the MyChart application. Perform Data Center duties such as file transfers, monitor systems, data center environment and perform other assigned tasks.


Problem Identification - Interacts with customers, mostly via telephone, but also by e-mail and other media to secure relevant information and identify issues; may ask customer to participate in diagnosis of problem. Communicates with other Service Desk associates and tier 2 personnel when problem trends appear evident. Uses available documentation to identify cause-effect relationships. Monitors unresolved problems using provided tools; communicates information to Information Center team, IS&T management and others per established procedures.

Problem Resolution and Escalation - Investigates and resolves a percentage of issues without escalating. Escalates unresolved problems to Tier 2 support and communicates using documented procedures. Interacts with Manager, Supervisor, Service Desk team and other IS&T staff members to resolve problems. Commits to action after developing a plan based on logical assumptions and factual information. Applies knowledge of resources, constraints and procedures in the decision making process.

System Monitoring and Processes - Runs batch jobs and backups on various platforms per established procedures. Secures backup media in accordance with offsite storage procedures. Performs monitoring tasks to ensure all systems and applications are functioning properly or takes corrective action per established procedures. Monitors electrical, environmental and safety systems and takes remedial action per established procedures.

Documentation - Completes shift logs, incident reports as per established procedures. Enters customer issues into the incident database and forwards to appropriate IS&T team. Participates in shift turnover meetings with colleagues.

Other duties as assigned - Shares responsibility for the Information Center in-house call pager as needed. Attends staff meetings and training sessions. Manages personal e-mail and chat communications. Completes other duties and tasks as may be asked by Manager or Supervisor. Assists in the training of newly-hired employees.


  • Minimum Required: High School Diploma or GED
  • 1-2 Years of Help Desk experience in a healthcare environment preferred.
  • Working skills with personal computers and business software in a networked environment are required. Excellent communication skills and customer service experience required. Ability to follow documented and scheduled tasks without direct supervision required.