Tier 1 Service Desk Technician

Tier 1 Service Desk Technician

Job Description

Join a large Oregon-based healthcare system as a Tier 1 Service Desk Technician, providing front-line technical support during a major migration from Citrix to Island Enterprise Browser. In this fully remote role, you will manage a steady queue of submitted tickets, handle soft phone callsprimarily outboundand deliver exceptional customer service to clinical and administrative users. You will play a key role in ensuring a smooth transition to new tools and technologies while working standard business hours aligned to the Pacific Time Zone.

Responsibilities

• Provide Tier 1 service desk support by managing and resolving submitted tickets in a timely and professional manner.
• Handle soft phone calls, with a primary focus on outbound outreach to end users to troubleshoot issues and provide updates.
• Support users during the migration from Citrix to Island Enterprise Browser, including basic troubleshooting and guidance.
• Document issues, resolutions, and follow-up actions clearly and accurately in the ticketing system.
• Escalate complex or unresolved issues to appropriate teams while maintaining ownership and communication with the end user.
• Deliver a high level of customer service by actively listening, empathizing with user concerns, and clearly explaining solutions.
• Collaborate with other service desk team members to share information, best practices, and updates related to the migration.
• Adhere to established service desk procedures, response times, and quality standards.
• Maintain confidentiality and professionalism when handling sensitive healthcare-related information.
• Participate in ongoing learning related to the Island Enterprise Browser environment and other supported applications.

Essential Skills

• Previous service desk experience providing technical support in a professional environment.
• Demonstrated ability to manage and resolve tickets efficiently while maintaining high-quality customer service.
• Strong customer service skills, including clear communication, active listening, and a user-focused mindset.
• Comfort working with soft phones and handling primarily outbound calls.
• Ability to work effectively in a fully remote setting while maintaining productivity and responsiveness.
• Availability to work standard business hours aligned with the Pacific Time Zone.

Additional Skills and Qualifications

• Previous service desk experience supporting technology migrations or deployments, particularly in healthcare environments.
• Experience working within healthcare systems or supporting healthcare users (nice to have).
• Experience with Island Enterprise Browser (nice to have).
• Familiarity with Citrix environments and basic troubleshooting concepts.
• Strong documentation skills for recording issues and resolutions in a ticketing system.
• Reliable personal computer and dual monitors for candidates located outside Oregon and Washington, if required.

Job Type & Location

This is a Contract position based out of Portland, OR.

Pay and Benefits

The pay range for this position is $20.00 - $24.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline

This position is anticipated to close on Oct 16, 2026.

Workplace Type

This is a fully remote position.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.