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Service Desk Tech I

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The University of Kansas Health System

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Location:
United States , Kansas City

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Provides support, through multiple channels with a primary focus on telephone support, on installation, configuration and ongoing usability of desktop computers, peripheral equipment and software. Creates and maintains knowledge articles in accordance with departmental standards.

Job Responsibility:

  • Primary responsibility is assisting users over the telephone, through email, online chat and/or at desk side in a prompt, professional and courteous manner
  • Secondary responsibility is assisting users with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines
  • Responsible for obtaining information to diagnose a problem, and simultaneously create, assign and document issues into the Hospital Service Desk tracking system
  • Demonstrates competence in prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs)
  • Demonstrates competence in troubleshooting and resolution of reported issues and the ability to escalate through appropriate channels any issues that cannot be resolved
  • Maintains an ever-increasing level of proficiency in hardware, software, networking and other technologies related to the ITS department
  • Demonstrates competence in documenting trouble ticket resolutions, maintains Hospital knowledgebase articles and actively participates in maintaining and support policies and procedures
  • Demonstrates the ability to manage time and resources in the best interest of the Hospital
  • Demonstrates competence in compiling data to maintain inventory, purchasing, shipping and other records
  • Identifies opportunities to see where training needs would improve productivity within the department or within the Hospital
  • Trains end users on basic hardware, software and network resources, on a one-on-one basis
  • Provides on-site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas
  • Participates in on-call rotation and provides end user support during off hours, holidays and weekends
  • Demonstrates a willingness to work as a member of a team
  • Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department

Requirements:

  • High School Graduate
  • Experience in either a Call Center or Service Desk or customer service environment
  • Experience with Microsoft Office software
  • Experience with Microsoft operating systems
  • Current hospital approved IT certification from an approved governing body or must hold the most current Microsoft Windows Operating System certification (e.g. Windows 10) within 180 Days

Nice to have:

  • Associates Degree in computer systems, a related field OR 1:1 equivalent experience
  • Experience in the maintenance, troubleshooting, and upgrading of computer equipment

Additional Information:

Job Posted:
February 20, 2026

Work Type:
On-site work
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