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Join a highly collaborative client team where your technical knowledge and customer-focused approach will help healthcare professionals, staff, and distributors resolve technology and equipment-related issues efficiently. This Service Desk Agent will serve as a dependable first point of contact, helping maintain a seamless support experience in an environment where quality, privacy, and patient care are important priorities.
Key Responsibilities
- Provide front-line assistance through phone, email, chat, and other inbound contact channels while maintaining ownership of assigned cases.
- Perform structured issue diagnosis using established troubleshooting procedures, operating and maintenance instructions, equipment specifications, configuration requirements, and known-error resources.
- Manage incoming requests through Zendesk and other ticketing or call-tracking platforms, maintaining accurate records and ensuring timely follow-up.
- Evaluate incidents for appropriate routing and escalation, including matters involving medical devices, reportable events, complaints, privacy concerns, or specialized technical support.
- Deliver professional assistance to hospital personnel, distributors, and internal staff while working toward service-level targets and maintaining strong customer satisfaction.
Qualifications
- High school diploma, GED, or equivalent required; technical certificate, associate degree, or comparable relevant experience preferred.
- Previous experience in technical support, help desk, service desk, customer service, call center, or a related support environment.
- Familiarity with Windows, Microsoft Office, email platforms, and digital support tools.
- Experience working with case management, queue workflows, service metrics, or similar operational processes.
- Understanding of HIPAA, protected health information (PHI), and responsible privacy and data handling practices is preferred.
- Healthcare, biomedical, medical device, hospital, or regulated-industry support experience is a plus.
- CompTIA A+, technical training, HIPAA training, QMS training, or regulatory compliance training is preferred.
- Strong problem-solving, attention to detail, adaptability, accountability, teamwork, and ability to recognize situations requiring escalation.
Equal Opportunity Employer
Design Hire is proud to be an Equal Employment Opportunity / Affirmative Action employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.
Employment Eligibility: If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.
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