Organization Overview, Mission, Vision, and Values

Our mission is to improve the health of people in the communities we serve through compassionate, high-quality care, prevention, and wellness education. Washington Regional Medical System is a community-owned, locally governed, non-profit health care system located in Northwest Arkansas in the heart of Fayetteville, which is consistently ranked among the Best Places to live in the country. Our 425-bed medical center has been named the #1 hospital in Arkansas for four consecutive years by U.S. News & World Report. We employ 3,400+ team members and serve the region with over 45 clinic locations, the area’s only Level II trauma center, and five Centers of Excellence - the Washington Regional J.B. Hunt Transport Services Neuroscience Institute; Washington Regional Walker Heart Institute; Washington Regional Women and Infants Center; Washington Regional Total Joint Center; and Washington Regional Pat Walker Center for Seniors.

Position Summary

The role of the Service Desk Tech I reports to the Service Desk Manager. This position is responsible for providing quality communication amongst multiple entities in a timely and professional manner.

Essential Position Responsibilities

• Provide level 1 help desk support in a high-volume call center, follow first call resolution protocols, create service desk tickets when required, provide ticket updates and follow-up with other teams as needed.
• Maintain integrity of access guidelines to ensure security protocols remain in place through assisting users remotely, and in person.
• Meticulous adherence to undeviating courtesy and responsibility providing an elevated level of customer service with every interaction.
• Assist with providing coverage on any shift, as needed to staff a 24/7 department.

Qualifications

• Education: High school diploma or GED
• Licensure and Certifications: N/A
• Experience: Previous call center or service desk experience, preferred

Work Environment: This position will spend 90% of work time sitting while performing frequent repetitive motions such as picking up a telephone, typing, and speaking for the duration of their scheduled shift. This position will spend 10% of work time standing and/or walking short distances while occasionally pushing, pulling, lifting and/or carrying up to 50 lbs.