Associate Help Desk Agent - Client Services

Position Summary

The Associate Help Desk Agent role is the first level of a three-level career path.   

The Associate Help Desk Agent is an entry level position in Client Systems Support. It is the first point of contact for healthcare clients seeking technical or customer sensitive and responsive support, fault resolution and advice service, which ensures the maximum availability, performance and utilization of information systems across the MaineHealth system. They serve as members of a high performance team providing technical support over the phone, by email, or chat. Help Desk Agents are under the supervision of the Help Desk Supervisor.    

The agent will be required to answer incoming calls within specified service level metrics, and log the detailed specifics of the call into the Ticket Management system. They will either resolve the issue quickly while the customer is on the phone, or they will triage the call to another IS Department for resolution. Call times, resolution rates, and transfer statistics are continuously measured to ensure customers are responded to quickly, and their issues are handled in the most courteous and professional way.   

The Associate Help Desk agent will be responsible for learning a systematic and disciplined approach to problem-solving, and learning departmental procedures and call handling standards. While on the job, they will be expected to become familiar with the latest technology in call center equipment and applications. They will apply basic diagnostic techniques to identify problems and escalate problems they are not able to resolve on first contact. They must have a basic knowledge of good customer service principles and practices.

Required Minimum Knowledge, Skills, and Abilities (KSAs)

1. 1. Education: High School Diploma or GED preferred.
   2. License/Certifications: N/A
   3. Experience: N/A
   4. Basic knowledge of desktop and business/technical support systems.
   5. Basic knowledge of common operating systems and software applications.
   6. Offers advice to end users and customers on all areas of IT. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
   7. Good customer service skills.
   8. Basic problem-solving and critical thinking skills.
   9. Good structured written and oral communication skills.

Additional Information 
With a career at any of the MaineHealth locations across Maine and New Hampshire, you’ll be working with health care professionals that truly value the people around them – both within the walls of the organization and the communities that surround it.
We offer benefits that support an individual's needs for today and flexibility to plan for tomorrow – programs such as paid parental leave, a flexible work policy, student loan assistance, training and education, along with well-being resources for you and your family.

MaineHealth remains focused on investing in our care team and developing an inclusive environment where you can thrive and feel supported to realize your full potential. If you’re looking to build a career in a place where people help one another deliver best-in-class care, apply today.