Posted today
Job id: a1Wcv000000hMEzEAM
Help Desk Analyst
Warrenville, Illinois
Remote
Infrastructure & End-User Device Services
Contract
Medasource
$29.00 - $31.00 /hour
$29.00 - $31.00 /Year
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Job Description:
Job Title: Level 1 Service Desk Agent
Hourly/Salary Compensation Range: $29-31/hr
Contract Length: 22 weeks
Location: Primarily remote with required onsite availability for training and critical events
Hours: 8-5 CT
Start Date: TBD -- 7/20ish
Client Overview: Health System Greater Chicago Area
Job Description:
Our client is seeking highly motivated and dependable Level 1 Service Desk Agents to join our team during a critical period of growth and system transitions. This role is essential for maintaining high levels of customer satisfaction and ensuring efficient IT support for our healthcare professionals. We are looking for individuals with strong critical thinking and problem-solving skills who can contribute to first-call resolution and adapt quickly to a dynamic environment.
Responsibilities:
- Provide first-line technical support for inbound calls and tickets, aiming for high first-call resolution rates
- Accurately document all interactions and resolutions within the ticketing system .
- Perform password resets, device triage, and troubleshoot common IT issues
- Demonstrate comfort and proficiency with remote support software
- Understand and navigate policies related to account management (e.g., AD, ManageEngine, Snap-in tool) and two-factor authentication
- Escalate complex issues to specialized teams, including the Epic team, as appropriate
- Support a high-volume environment, handling approximately 22,000-23,000 calls and closing around 27,000 tickets per month.
Skill Set Requirements:
- Proven critical thinking and problem-solving abilities
- High level of dependability and strong customer service skills, with the ability to manage interactions with diverse users, including upset physicians and nurses
- Experience in technical troubleshooting and familiarity with ticketing systems (e.g., ServiceNow)
- Ability to quickly learn and adapt to new systems and processes.
- Prior experience in a healthcare IT environment is preferred
- Preference for candidates with professional experience over those fresh out of school, especially given the critical nature of current projects
- Epic experience is not required at this level; the focus is on access and appropriate escalation
Work Environment & Expectations:
- This is a contract position with the potential for conversion to a full-time employee after six months, based on performance and business needs
- While the role is primarily remote, candidates must be able to come onsite for initial training, critical outages, war room situations, and in cases of personal tech failure
- Proximity to the Lee Warrenville/Winfield office area is highly desirable for this reason
- Ability to ramp up quickly to support high-demand periods, such as Project Passport go-lives.
Disclaimer: Brooksource, Medasource, and Calculated Hire are part of the Eight Eleven Group family of companies and operate under Eight Eleven Group, LLC. All employees receive the same benefits, policies, and terms of employment.
EEO:
We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, military or veteran status, citizenship, pregnancy (including childbirth, lactation, and related conditions), or any other protected status in accordance with applicable federal, state, and local laws.
Benefits & Perks:
Eight Eleven Group offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.
Pay Disclaimer:
The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
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About Us
Your need for talent is our reason for being. This driving mission has been at our core from the onset. When we started in 2000 at 811 Broad Ripple Avenue, we were a team of forward-thinking entrepreneurs determined to find a better way to connect the best and brightest talent with companies looking for future leaders. We still believe in this philosophy. Throughout the years, our passion, credibility, and grit have been the foundation and prowess of what is now Eight Eleven. Though our focus areas have continued to mindfully evolve, our unyielding commitment to relationships and our customers’ needs remain consistent and firmly rooted in our core values.