Service Desk Representative

Buffalo Medical Group is seeking a Service Desk Representative to support day-to-day IT needs for staff at its onsite location in Williamsville, NY. This front-line role focuses on handling inbound requests, documenting and resolving standard technical issues, and escalating more complex problems through the appropriate channels.

What you will do

• Answer IT service desk calls and emails, and enter requested services into the BMG service desk system to create documentation.
• Make an initial effort to resolve the request when possible.
• If the issue cannot be resolved right away, assess the request and route it to the appropriate work queue.
• Partner with the Service Desk Supervisor to complete follow-up activities as needed.
• Build and maintain proficiency with BMG’s service desk management system.
• Use Microsoft Office (Office Automation products) to support service desk work.
• Develop base knowledge of BMG’s infrastructure components.
• Develop base knowledge of the EPIC environment.
• Follow and support Service Desk performance measures, including adherence to developed and published expectations.
• Answer the phone promptly and courteously, and relay messages to other staff members as needed.
• Support established BMG metrics and goals and exhibit behaviors aligned with the BMG mission and values.
• Participate in required training determined by the Service Desk Supervisor, and attend required worksite safety training programs.
• Comply with Group policies and procedures, including mandatory annual in-services, and with the BMG Corporate Compliance Policy and HIPAA regulations.
• Perform other duties as required.

Schedule and work setting

• 100% in person position with no relocation assistance provided.
• Standard schedule: Monday–Friday, 8:00am–4:30pm, with possible hour changes based on department needs.

Qualifications

• Associates Degree
• Minimum two years related experience
• Or an equivalent combination of education and experience
• Develop base knowledge of BMG infrastructure components
• Develop base knowledge of the BMG EPIC environment
• Develop proficiency with the BMG service desk management system
• Be proficient with Microsoft Office (Office Automation products)
• Adhere to developed and published Service Desk performance measures
• Driver’s License (Required): a valid driver’s license and transportation to various offices/locations is required

Compensation

• USD 19–28 per hour

Technologies you may use

• BMG service desk system
• BMG service desk management system
• Microsoft Office
• EPIC

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance