Service Desk Agent

Date: Feb 27, 2025

Location:

Any city, WI, US, 99999

Req ID: 29515

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

Gainwell Technologies is seeking a highly motivated and customer-focused individual to join our growing Service Desk team as a Service Desk Agent. This is a fantastic opportunity to start your career in IT and gain valuable experience in a fast-paced, supportive environment. If you have a passion for technology and helping others, we encourage you to apply!

Your role in our mission

As a Service Desk Agent, you will be the first point of contact for our internal users and external clients, providing level 1 support to create and triage incident tickets to determine priority, assign to the appropriate team for action, and perform follow up. You will utilize your knowledge to escalate complex issues to higher tier support and ensure timely resolution of all issues.

• Provide first-level technical support via phone, email, and chat.
• Log and track all support requests in our ticketing system.
• Escalate complex issues to Tier 2 or Tier 3 support teams.
• Follow established procedures and knowledge base articles to execute job responsibilities.
• Communicate effectively with users, providing clear and concise explanations of technical issues and solutions.
• Maintain accurate records of all support activities.
• Contribute to the development and improvement of knowledge base articles.
• Proactively identify and report potential problems or trends.
• Participate in team meetings and training sessions.
• Maintain a positive and professional demeanor at all times.

What we're looking for

• Basic understanding of computer hardware, software, and networking concepts.
• Strong customer service skills and a passion for helping others.
• Excellent communication skills, both written and verbal.
• Ability to troubleshoot and resolve technical problems.
• Ability to work independently and as part of a team.

What you should expect in this role

This is a fully remote position with the flexibility to work from home, and we are considering candidates from all US locations.
Video cameras must be used during all interviews, as well as during the initial week of orientation.
The deadline to submit applications for this posting is Monday March 31, 2025.
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Competency3

The pay range for this position is $38,400.00 - $54,900.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.