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Service Desk Agent
Job Location:
Hourly Salary:
Experience Required:
Posted:
25 August 2026 (6 hours ago)
Posted:
Application Deadline:
22 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Join a highly collaborative client team where your technical knowledge and customer-focused approach will help healthcare professionals staff and distributors resolve technology and equipment-related issues efficiently. This Service Desk Agent will serve as a dependable first point of contact helping maintain a seamless support experience in an environment where quality privacy and patient care are important priorities.
Key Responsibilities
- Provide front-line assistance through phone email chat and other inbound contact channels while maintaining ownership of assigned cases.
- Perform structured issue diagnosis using established troubleshooting procedures operating and maintenance instructions equipment specifications configuration requirements and known-error resources.
- Manage incoming requests through Zendesk and other ticketing or call-tracking platforms maintaining accurate records and ensuring timely follow-up.
- Evaluate incidents for appropriate routing and escalation including matters involving medical devices reportable events complaints privacy concerns or specialized technical support.
- Deliver professional assistance to hospital personnel distributors and internal staff while working toward service-level targets and maintaining strong customer satisfaction.
Qualifications
- High school diploma GED or equivalent required; technical certificate associate degree or comparable relevant experience preferred.
- Previous experience in technical support help desk service desk customer service call center or a related support environment.
- Familiarity with Windows Microsoft Office email platforms and digital support tools.
- Experience working with case management queue workflows service metrics or similar operational processes.
- Understanding of HIPAA protected health information (PHI) and responsible privacy and data handling practices is preferred.
- Healthcare biomedical medical device hospital or regulated-industry support experience is a plus.
- CompTIA A technical training HIPAA training QMS training or regulatory compliance training is preferred.
- Strong problem-solving attention to detail adaptability accountability teamwork and ability to recognize situations requiring escalation.
Equal Opportunity Employer
Design Hire is proud to be an Equal Employment Opportunity / Affirmative Action employer. It is our policy to consider for employment all individuals regardless of age color national origin citizenship status physical or mental disability race religion gender sex sexual orientation gender identity and/or expression genetic information veteran status or any other characteristic protected by federal state or local law.
Employment Eligibility: If hired a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.
Required Skills:
Zendesk Ticketing Systems Call-Tracking Systems Windows Microsoft Office Email Chat Support HIPAA Protected Health Information (PHI) PHI Handling Privacy & Data Handling Medical Device Support Biomedical / Biomed Support Hospital Support (QMS)
Required Education:
Bachelors
