Representative-Service Desk I

Provides 24/7 technology support for IU Health team members as the first point of contact.

Responsibilities include

logging and resolving common issues like EHR access, workstation and printer troubleshooting, password resets, VPN support, and basic hardware concerns. Consistently delivers professional, empathetic customer service and communicates clearly about resolution steps and expected timelines. Follows established resolution and escalation policies, documents incidents accurately, reviews AI-generated ticket categorizations, and ensures HIPAA and security compliance.

Communicates clearly on resolution timelines in a professional and empathetic manner. Learns from senior colleagues, completes mandatory training, and uses IT Service Management tools such as ServiceNow. High School Diploma/GED is required. Associate's Degree is preferred. Requires 0-2 years of IT or customer service experience.

Requires basic knowledge of desktop operating system, Microsoft 365, and common business applications. Requires familiarity with IT Service Management ticketing systems and structured troubleshooting processes. Requires a fundamental understanding of HIPAA and healthcare data privacy requirements. Requires strong customer service orientation with clear and professional communication.

Requires the ability to work calmly and accurately under pressure in a fast-paced, clinical environment. Requires accurate and thorough documentation habits. Requires an eagerness to learn healthcare IT systems, clinical workflows, and AI-assisted support tools.