IT Service Desk Professional remote

IT Service Desk Professional 1 - 100% remote )

Location: 100% Remote

Schedule Requirement: Must be available to work 8:30 AM – 5:00 PM EST for the first 3 months. Afterward, ability to work between 5:00 AM – 9:30 PM ET, including evenings, weekends, and holidays as scheduled.

Position Summary: The Guest Teammate IT Technical Support Representative provides over‑the‑phone technical support to teammates, partners, and customers. This role resolves IT issues in a timely manner, documents known issues and solutions, collaborates with project teams, and escalates incidents when necessary to minimize downtime. The position supports desktop applications, network troubleshooting, and clinical/healthcare applications while delivering exceptional customer service.

• Diagnose and resolve IT issues using basic IT knowledge and problem‑solving skills.
• Ask appropriate probing questions to determine root cause and resolution.
• Resolve the majority of incidents at first contact using IT tools and expertise.
• Provide excellent customer service and full ownership of issues.
• Log and document troubleshooting steps and solutions per knowledgebase standards.
• Escalate incidents when necessary to appropriate support teams.
• Provide on‑call support during non‑business hours as scheduled.
• Communicate status updates and follow‑up with customers to ensure satisfaction.
• Share trends and undocumented issues with leadership and IT teams.
• Complete additional tasks and projects as assigned by Service Desk leadership.

• Minimum 6 months of related IT or technical support experience.
• Experience with computer, printer, and network troubleshooting.
• Ability to diagnose and troubleshoot Microsoft products.
• Experience supporting healthcare or clinical applications.
• Strong customer service skills and professional phone etiquette.
• Excellent documentation and communication skills.
• Ability to work independently and in a team environment.
• Willingness to work evenings, weekends, holidays, and on‑call shifts as scheduled.
• Ability to travel up to 5%.
• English proficiency (speaking, reading, writing).

• High School Diploma or GED required.
• One‑year certificate from a college or technical school OR at least 1 year of customer service‑related experience/training, or equivalent combination of education and experience.

Entry level

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