Service Desk Specialist

Date: Aug 19, 2025

Location:

Any city, DC, US, 99999

Req ID: 32462

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

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.

***DISCLAIMER***

THIS IS NOT A POSITION WE ARE ACTIVELY HIRING FOR. WE ARE LOOKING FOR CANDIDATES WITH EXPERIENCE AS SERVICE DESK SPECIALIST.

IT IS A TALENT POOL REQUISITION DESIGNED FOR THOSE INTERESTED IN JOINING GAINWELL TO HAVE PRIORITY CONSIDERATION FOR FUTURE POSITION OPENINGS. BY APPLYING TO THIS REQUISITION, YOU WILL BE EVALUATED FOR FIT AND THEN INVITED TO APPLY FOR FUTURE OPENINGS FOR THIS VERY ROLE.

Your role in our mission

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

High school diploma or equivalent required; Associate's or Bachelor's degree in IT or a related field preferred.
0-3 years of experience and basic understanding of computer hardware, software, and networking concepts.
Strong customer service skills and a passion for helping others.
Ability to troubleshoot, resolve technical problems and leran new technologies quickly.
Strong organizational skills and attention to detail.
Ability to work independently and as part of a team.

What you should expect in this role

Fully remote opportunity within US.
The deadline to submit applications for this posting is 9/19/2025.
Video cameras must be used during all interviews, as well as during the initial week of orientation.

The pay range for this position is [[salaryMin]] - [[salaryMid]] 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 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), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.