Service Desk Technician II (ServiceNow)

Location: Nashville, TN, United States of America

Company

hirify.global supports community oncologists through a patient-centric, physician-driven, and technology-powered healthcare model.

What you will do

• Operate the day-to-day Service Desk, resolving incident tickets and technology-related requests.
• Provide technical customer service through incoming phone calls and the ticketing system, with phone calls prioritized during work hours.
• Log, track, troubleshoot, and document problems throughout the resolution process.
• Triage and escalate issues, coordinate with vendors and technical teams, and provide status updates through resolution.
• Create documentation for common issues and requests to support technician and end-user self-help.
• Participate in 24x7 on-call support and occasional travel as needed to support IT end users.

Requirements

• At least 1 year of recent experience in technology, service desk, or helpdesk work.
• High school diploma or GED required.
• Proven experience with IT Service Management transformation and continuous improvement initiatives.
• Strong troubleshooting ability and strong oral and written communication skills, including influencing and persuading stakeholders.
• Ability to promote the Service Desk, advocate for resources and support, and recognize and address service gaps.
• Attendance is an essential job function.

Nice to have

• Healthcare-related experience.
• ITIL certification.
• Basic A+ and Microsoft Products certification; education or demonstrated experience may be substituted.
• Experience with ServiceNow, SSO, Okta, or Office Applications.

Culture & Benefits

• Values-driven culture with startup enthusiasm supported by leaders in oncology, urology, technology, and finance.
• Work supports independent physicians and patients living with cancer and other diseases.
• Participation in 24x7 on-call support is required.
• Occasional travel may be required to support IT end users.