Service Desk Associate I

Service Desk Associate I

Service Desk Associate I must have strong customer service skills and possess a strong understanding of computer equipment, operating systems, software applications, and networking principals. Reporting to the Service Desk Manager, team members will provide front-line primary technical support to all end users including Cook employees, contractors, patients and patient families on various technical issues and problems relating to hardware, software, and peripherals. This includes the responsibility for responding to, documenting, and resolving service tickets in a timely manner. Manage the processing of incoming calls to the Service Desk via telephone, voicemail, e-mail, self-service portal, walk-in, event management, etc. to ensure courteous, timely, and effective resolution of issues.

Qualifications:

• High school degree or equivalent

Knowledge, Skills & Abilities

• Working knowledge in Microsoft Operating Systems
• Strong written and oral communication skills
• Proven analytical and problem-solving abilities
• Exceptional customer service skills

Preferred

• Working knowledge of managing users in Active Directory and Microsoft Exchange
• Experience with Service Management and ticketing tools, Zendesk, Ivanti preferred
• Exceptional knowledge and experience with computer hardware, mobile devices (IOS & Android), IP phones, videoconferencing, teleconferencing, printers, time clocks (Kronos), kiosks, and peripherals

Licensure, Registration, and/or Certification

• A+, Network+ - One or more highly preferred

About Us:

Cook Children's Health Care System offers a unique approach to caring for children because we are one of the country's leading integrated pediatric health care delivery organizations. Patients benefit from the integrated system because it allows Cook Children's to use all of its resources to treat a patient and allows for easy communication between the various companies by physicians with a focus on caring for children and adolescents.

Cook Children's is an equal opportunity employer. As such, Cook Children's offers equal employment opportunities without regard to race, color, religion, sex, age, national origin, physical or mental disability, pregnancy, protected veteran status, genetic information, or any other protected class in accordance with applicable federal laws. These opportunities include terms, conditions and privileges of employment, including but not limited to hiring, job placement, training, compensation, discipline, advancement and termination.