At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence.

This position is part of a fully remote team, but the employee is required to be 45-minutes or less from the Bon Secours Mercy Health facility.

Summary of Primary Function:

The Service Desk Agent I provides front line support to end users by responding to telephone calls, email and electronic requests for technical support to problem Incidents and Service Requests. Documents, tracks and monitors Incidents from the original call into the service desk through problem resolution to insure a timely resolution. Has knowledge of commonly-used Service Desk concepts, practices, and procedures and relies on instructions and pre-established guidelines to perform the functions of the job.

Essential Job Functions:

• Provides front line support to end users on a variety of issues with a strong commitment to customer focus.
• Identifies, researches, and resolves technical problems including the ability to document in detail all reported issues to resolution.
• Responds to telephone calls, email, and electronic requests for technical support. Tracks and monitors the problem to insure a timely resolution.
• Has knowledge of commonly used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job.
• Analyze and solve problems across a broad range of applications in a multi-site enterprise. Works under general supervision.
• Primary job functions require exercising of independent good judgment and initiative. Typically reports to a lead or manager.

Many of our opportunities reward* your hard work with:

Comprehensive, affordable medical, dental and vision plans
Prescription drug coverage
Flexible spending accounts
Life insurance w/AD&D
Employer contributions to retirement savings plan when eligible
Paid time off
Educational Assistance
And much more

• Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com