Scope of Position

The IT Service Desk provides Enterprise wide technical support 24 hours a day, 365 days a year. Using ITIL Framework methodologies, the Service Desk is designed to be the single point of contact for customers requesting services and/or support from OSUWMC IT. The Service Desk technician is the voice of the IT department to the OSUWMC; delivering world-class technical and non-technical support with exceptional customer service. The Service Desk team within OSUWMC IT Technology Services and Support is committed to assisting The Ohio State University Wexner Medical Center (OSUWMC), its patients and affiliates.

Position Summary

Responsible for receiving, resolving, escalating, and monitoring customer incidents and requests. This includes support for all internal medical center users, patients via an application portal, and community connect affiliate hospitals. The Service Desk technician position requires superior technical aptitude combined with excellent customer service and communications skills. The position supports a diverse end user population on a wide variety of technologies and applications throughout the OSUWMC. The Service Desk technician provides immediate support and problem resolution when possible. Services may include inquiries concerning utilization, functionality and information pertaining to any OSUWMC computer systems, applications, telephony and paging systems, personal computers, mobile devices and peripherals. The Service Desk technician will be required to learn, apply and support new technology while working in a fast-paced, dynamic environment. Critical tasks performed by this area also include communicating, tracking and reporting computing environment outages while working with IT personnel and leadership to monitor or assist in problem resolution.

Minimum Qualifications

High School diploma or GED. Certification or vocational training may be preferred. 1 year of relevant experience required. 2-4 years of relevant experience preferred.