Help Desk Specialist
Valley Health
- Location
- Onsite (Valley Health System, Virginia)
- Compensation
- $21 - $31/hr
- Employment
- Full-time
- Level
- Entry Level
About the Role
Valley Health, a top-ranked non-profit health system, seeks a Help Desk Specialist to serve as the primary IT support contact. The role involves resolving technical issues, managing ServiceNow tickets, and providing first-level assistance to end users via phone and remote tools.
Skills
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Paid time off
- Retirement savings match
- Life insurance
- Short-term disability
- Long-term disability
- Health savings account
- Flexible spending account
Perks
- Tuition assistance
- Wellness program
- Employee assistance program
Full job details
As one of the nation's Top 15 Health Systems, recognized by Premier and Modern Healthcare, Valley Health is a place where excellence, compassion, and purpose come together. This distinction reflects our commitment to exceptional patient care, clinical quality, and the caregivers who make it all possible.
Department
INFORMATION SYSTEMS - 108231Worker Sub Type
RegularWork Shift
First Shift (United States of America)Pay Range
$21.18 - $31.76Job Description
The Help Desk Specialist serves as the first point of contact for IT support, providing courteous and timely assistance to end users via phone, email, and remote tools. This role focuses on resolving basic technical issues, documenting incidents and service requests in ServiceNow, and escalating more complex matters following established procedures. The Specialist develops foundational technical and customer service skills while learning organizational systems, policies, and workflows.
Responsibilities and Duties
Provide first-level support via phone, portal, email, and remote tools
Log, categorize, prioritize, assign and document tickets accurately in ServiceNow
Perform basic troubleshooting for hardware, software, account access, and peripherals
Meet defined SLAs and customer service standards
Participate in training and continuous learning
Handles low-to-moderate complexity incidents and requests
Follows documented procedures and knowledge articles
Escalates issues appropriately based on defined criteria
Education
High school diploma or equivalent. Associate’s degree in an IT field of study preferred.
Experience
Prior IT and customer service experience preferred.
Qualifications
Foundational IT knowledge (Windows, basic networking, common applications)
Strong customer service and communication skills
Ability to follow processes and learn quickly
Benefits
At Valley Health, we believe everyone is a caregiver, and our goal is to create an environment where our caregivers thrive physically, financially, and emotionally. In addition to a competitive salary, our most popular benefits for full-time employees include:
- A Zero-Deductible Health Plan
- Dental and vision insurance
- Generous Paid Time Off
- Tuition Assistance
- Retirement Savings Match
- A Robust Employee Assistance Program to help with many aspects of emotional wellbeing
- Membership to Healthy U: An Incentive-Based Wellness Program
Valley Health also offers a health savings account & flexible spending account for childcare, life insurance, short-term and long-term disability, and professional development. In addition, several perks come with working for the largest employer in the region, such as discounts to on-campus dining, and more.
To see the full scale of what we offer, visit valleyhealthbenefits.com.