Job Description

Job Location: Washington Regional Med. Ctr. - Fayetteville, AR 72703
Position Type: Full TimeEducation
Level: High School Diploma or GED
Travel Percentage: None
Job Shift: Days
Job Category: Information TechnologyOrganization Overview, Mission, Vision, and Values
Our mission is to improve the health of people in the communities we serve through compassionate, high-quality care, prevention, and wellness education. Washington Regional Medical System is a community-owned, locally governed, non-profit health care system located in Northwest Arkansas in the heart of Fayetteville, which is consistently ranked among the Best Places to live in the country. Our 425-bed medical center has been named the #1 hospital in Arkansas for five consecutive years by U.S. News & World Report. We employ 3,400+ team members and serve the region with over 40 clinic locations, the region’s only Level II trauma center, and five Centers of Excellence - the Washington Regional J.B. Hunt Transport Services Neuroscience Institute; Washington Regional Walker Heart Institute; Washington Regional Women and Infants Center; Washington Regional Total Joint Center; and Washington Regional Pat Walker Center for Seniors.

Position Summary
The role of the Service Desk Tech reports to the Service Desk Manager. This position provides first-level technical support for hospital staff, clinicians, and administrative personnel across the health system. This role is responsible for troubleshooting and resolving IT-related issues, ensuring timely and accurate support for hardware, software, network connectivity, and clinical applications. The technician serves as the primary point of contact for end-user support and plays a critical role in maintaining system uptime and user satisfaction.
Essential Position Responsibilities
- Respond to incoming service requests via phone, email, and ticketing system in a timely and professional manner.
- Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, and peripheral equipment.
- Provide support for hospital-specific applications, including Electronic Health Records (EHR), scheduling systems, and other clinical tools.
- Assist with password resets, account provisioning, and access management in compliance with security policies.
- Escalate complex issues to Tier 2 or Tier 3 support teams as needed, ensuring proper documentation and follow-up.
- Maintain accurate records of all service desk interactions in the ticketing system.
- Educate end-users on best practices for system use, security, and troubleshooting.
- Participate in on-call rotation and respond to urgent issues outside of normal business hours when required.
- Collaborate with IT teams to identify recurring issues and recommend process improvements.
- Assist with providing coverage on any shift, as needed to staff a 24/7 department.
Additional Responsibilities
- Support hardware deployment and software installations across hospital departments.
- Assist in maintaining inventory of IT assets and peripherals.
- Contribute to knowledge base articles and documentation for common issues and solutions.
- Ensure compliance with HIPAA and other healthcare IT security standards.

Qualifications
Education
- Required: Associate degree in Information Technology or related field, or equivalent experience.
- Preferred: Bachelor’s degree in IT or related discipline.
Experience
- 1–3 years of experience in IT support or service desk environment, preferably in healthcare.
- Familiarity with EHR systems (e.g., Epic) and hospital IT workflows is a plus.
Knowledge & Skills
- Strong troubleshooting skills for hardware, software, and network issues.
- Excellent customer service and communication skills.
- Ability to work in a fast-paced, high-demand environment.
- Knowledge of ITIL principles and ticketing systems (e.g., ServiceNow, Remedy).
- Understanding of HIPAA compliance and healthcare IT security requirements.

Work Environment: This position will spend 90% of work time sitting while performing frequent repetitive motions such as picking up a telephone, typing, and speaking for the duration of their scheduled shift. This position will spend 10% of work time standing and/or walking short distances while occasionally pushing, pulling, lifting and/or carrying up to 50 lbs.