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IT Service Desk Representative

Phoenix, AZ 85012 | Work from home flexibility

Employment Type: Contract Category: Help Desk / Desktop Support Job Number: 25533 Pay Rate: 21.00

Job Description

IT Service Desk Representative

Location: Phoenix, AZ 
Position Type: Contract
Hourly / Salary: BOE
Residency Status: US Citizen or Green Card Holder ONLY

Our client is looking for an IT Service Desk Representative to join their team!

Job Description

This position functions as the first point of contact for customer support of IT issues for all internal and affiliated customers. The incumbent acts as a resource for the work group and assists in the role of answering, logging and resolving of customer issues.

  • Efficiently answers, troubleshoots, resolves, thoroughly documents and accurately triages incoming calls, web portal interactions and e-mails to the Service Desk.
  • Interacts with the customer, department and vendor support to facilitate first call incident resolution. Documents interactions with customers using Service Desk and Incident Management system. Escalates user issues as needed by contacting the appropriate resource group. Updates the incident tracking system as necessary. Provides updates to customers via the outgoing ACD message system and web-based communication tool.
  • Provides a high-quality customer service experience to all customers and coworkers.
  • Coordinates closely with senior peers to identify, investigate, track, and resolve desktop, application and system issues, ensuring the solution is timely and of acceptable quality.
  • Assists in developing and utilizes on-line procedures, solutions, and knowledge databases. Assists with training of peers and acts as a resource for other staff members.
  • This position has responsibility for multiple company information technology applications and systems. Work is performed in a fast-paced multi-tasked environment where there may be conflicting priorities regarding the urgency of the issue and/or application. The incumbent has mid-level decision-making authority for projects and applications and works at peer level across diverse areas and multiple states. The incumbent participates in meetings, presentations, planning sessions, implementation activities, and supports functions system wide.

  • Must possess strong knowledge as normally obtained through the completion of a bachelor's degree in computer science or related field or equivalent work experience.
  • Must also possess 2 or more years’ experience in a technology support role.
  • Must demonstrate general knowledge of information technology and healthcare. Needs experience in small scale project planning and reporting, either individual or team. Requires communication and presentation skills to engage technical and non-technical audiences. Requires ability to communicate and interact across facilities and at various levels. Successful candidate will have skills to mentor less experienced team members. As is typical in this industry, variable shifts and hours may be required.


  • Previous experience in a large volume or complex technology call or support center. Previous experience in a healthcare or related environment. Additional related education and/or experience preferred.
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