Service Desk Rep. I - Onsite

Job Description

Location: Sarasota, FL

Days: Monday - Friday 

Hours: 8:00 am - 4:30 pm ET

(Full time, 5 days a week onsite)

Job Summary 

The Service Desk Representative I serves as the first point of contact for end users seeking technical support for hardware, software, network, and system-related issues. This role is responsible for providing high-quality, customer-focused assistance via phone, email, or ticketing system, and resolving or escalating issues based on defined procedures. The Service Desk Representative I supports users across the organization by troubleshooting basic technical problems, documenting service requests, and ensuring timely resolution to enhance productivity and user satisfaction.

As a Service Desk Representative I at Community Health Systems (CHS) - SSC Sarasota, you’ll play a vital role in supporting our purpose to help people get well and live healthier by providing safe, quality healthcare, building enduring relationships with our patients, and providing value for the people and communities we serve. Our team members enjoy a robust benefits package including medical insurance, dental insurance, vision insurance, PTO, 401K, sick time, holidays, and bonus where eligible.

Essential Functions:

• Responds promptly to incoming service requests through multiple channels, including phone, email, and ticketing systems. This includes answering questions, troubleshooting issues with software, hardware, and printers, and educating customers on functionality and policies.
• Troubleshoots and resolves basic hardware, software, and network-related issues using established procedures and scripts.
• Escalates complex or unresolved issues to appropriate support tiers while maintaining ownership of the ticket until closure.
• Assists with PC imaging and deployment to users, supporting hardware setup and configuration.
• Works on Help Desk-related projects assigned by the IT Director and verifies the effectiveness of solutions through follow-up communication.
• Documents all user interactions, technical issues, and resolutions clearly and accurately in the service management system.
• Guides users through step-by-step solutions for commonly reported problems, such as password resets, application access, and basic connectivity issues.
• Follows defined workflows, standard operating procedures, and knowledge base articles to support resolution and user education.
• Maintains a high level of professionalism and customer service while interacting with end users.
• Assists in identifying recurring issues and contributes to knowledge base updates and service improvement initiatives.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•  Required:
  • Education: H.S. Diploma or GED
  • Experience: 0-2 years of experience in a customer support, help desk, or IT support role
•  Preferred:
  • Education: Associate Degree or coursework in Information Technology, Computer Science, or a related field
  • Experience: Experience with basic troubleshooting in a Windows or enterprise environment

Knowledge, Skills and Abilities:

• Basic knowledge of computer systems, operating systems, and common software applications.
• Familiarity with help desk ticketing systems and remote support tools.
• Strong verbal and written communication skills with an emphasis on customer service.
• Ability to follow established procedures and work under supervision.
• Strong problem-solving skills and attention to detail.
• Ability to manage multiple tasks in a fast-paced environment and meet service level expectations.
• Willingness to learn and adapt to evolving technologies and workflows.

Licenses and Certifications:

• Preferred: CompTIA A+ Certification

This is a FULLY onsite opportunity in our office located in Sarasota, FL (Monday - Friday).

This position is not eligible for immigration sponsorship now or in the future. Applicants must be authorized to work in the U.S. for any employer.

We know it’s not just about finding a job. It’s about finding a place where you are respected, valued and where your work is purposeful and fulfilling. A place where your talent is recognized, professional development is encouraged and career advancement is possible.

The Sarasota SSC operates in support of our hospitals and patients and our commitment is to provide them with exemplary revenue cycle services defined by outstanding customer service and superior revenue cycle performance. SSC Sarasota supports facilities located primarily in Florida, Georgia, Indiana, and Pennsylvania.

Community Health Systems is one of the nation’s leading healthcare providers. Developing and operating healthcare delivery systems in 40 distinct markets across 15 states, CHS is committed to helping people get well and live healthier. CHS operates 71 acute-care hospitals and more than 1,000 other sites of care, including physician practices, urgent care centers, freestanding emergency departments, occupational medicine clinics, imaging centers, cancer centers and ambulatory surgery centers.