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Service Desk Representative II
Merit Health
USA
Onsite
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- Resolves tier-one and tier-two support requests involving hardware, software, and connectivity issues.
- Performs advanced troubleshooting and root-cause analysis to reduce recurring incidents.
- Maintains service documentation, knowledge articles, and escalation procedures.
- Collaborates with information technology support teams to implement service improvements and process enhancements.
- Assists with onboarding and training new team members and users on information technology policies and tools.
- Monitors and manages ticket queues to help ensure service-level targets are met.
- Performs other duties as assigned.
- Maintains regular and reliable attendance.
- Complies with all policies and standards.
- H.S. Diploma or GED required
- Associate Degree or higher in Information Technology, Computer Science, or a related field preferred
- 3-5 years of experience in an IT service desk, technical support, or a related role required
- Strong technical troubleshooting skills across multiple device types and platforms.
- Ability to prioritize, manage, and resolve moderately complex user issues.
- Excellent written and verbal communication skills.
- Strong knowledge of information technology service management and incident management practices.
- Strong collaboration skills and commitment to user satisfaction.
About Merit Health
Hospitals & Health Systems
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