Service Desk Specialist, IS&T

Job Description

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


Problem Identification - Interact with internal customers/external patients, mostly via telephone, to secure relevant information and identify issues; may ask customer/patient to participate in diagnosis of problem. Communicate information clearly with other Service Desk staff, IS&T Management and other Tier 2 personnel when problem trends appear evident per established procedures. Use available documentation to identify cause-effect relationships. Monitor unresolved problems using provided tools.

Problem Resolution and Escalation - Investigate and resolve a percentage of issues without escalating. Escalates unresolved problems to Tier 2 support and communicate using documented procedures. Interact with Manager, Supervisor, Service Desk team and other IS&T staff members to resolve problems. Commit 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 - Perform monitoring tasks to ensure all systems and applications are functioning properly or takes corrective action per established procedures. Monitor electrical, environmental and safety systems and takes remedial action per established procedures.

Documentation - Complete shift logs, incident reports per established procedures. Enter customer issues into the incident database and forward to appropriate IS&T team. Participate in shift turnover meetings with colleagues.

Other duties as assigned - Attend staff meetings and training sessions. Manage personal e-mail and chat communications in a timely manner. Complete other duties and tasks as may be asked by Manager or Supervisor.


Education and Certification:
  • Minimum Required: High School Diploma or GED
  • Relevant certifications such as CompTIA A+, Network+, Security+, or ITIL Foundation preferred.

Technical Skills & Experience:
  • 1-2 Years of Help Desk experience in a healthcare environment preferred.
  • Proficiency in troubleshooting hardware, software, and network issues.
  • Knowledge of operating systems (e.g., Windows, MacOS).
  • Experience with remote desktop support tools and Active Directory Users and Computers.
  • Experience in documenting troubleshooting steps, resolutions, and recurring issues for future reference and process improvement.
  • Familiarity with IT Service Management (ITSM) tools for ticketing and tracking.
  • Familiarity with healthcare-specific software and systems (e.g., Electronic Medical Records (EMR) such as EPIC, Picture Archiving and Communication Systems).
  • Understanding of healthcare industry regulations such as HIPAA (Health Insurance Portability and Accountability Act) to ensure compliance when handling sensitive patient information.
  • Ability to maintain confidentiality and professionalism, especially when dealing with sensitive patient information.
  • Ability to configure and troubleshoot various devices including desktops, laptops, tablets, printers, and mobile devices.

Availability and Flexibility:
  • Ability to work weekends and holidays required. Typical shift is Monday through Friday with set hours, but will also be added to a rotating weekend and holiday schedule.

Customer Service Skills:
  • Excellent communication skills, both verbal and written.
  • Patience and empathy in dealing with users who may be stressed or unfamiliar with technology.
  • Ability to explain technical concepts in non-technical terms.
  • Active listening skills to understand users' issues thoroughly.
  • Strong interpersonal skills to build rapport with users and team members.

Problem-Solving Abilities:
  • Analytical mindset to diagnose and resolve issues efficiently.
  • Ability to prioritize and manage multiple tasks simultaneously.
  • Adaptability to quickly learn new technologies and procedures.
  • Attention to detail to accurately document issues and solutions.

Teamwork and Collaboration:
  • Capacity to work effectively in a team environment.
  • Willingness to share knowledge and assist colleagues when needed.
  • Collaboration with other IT teams for escalation of complex issues.