Service Desk Technician

CHG Healthcare is seeking a Service Desk Technician I to deliver frontline technical support, administer service desk tooling, and help improve service delivery across business units.

Responsibilities

• Administer Service Desk applications, including Nexthink and CHGeeves, covering access, documentation, and configuration
• Train others and act as subject matter expert for Service Desk tools
• Use AI-assisted tools to speed troubleshooting, draft knowledge base content, identify patterns in service data, and recommend expansions to AI-driven Service Desk workflows that improve efficiency and customer experience
• Build and maintain knowledge management assets, including Knowledge Based articles, standard operating procedures, and self-service resources for Tier 1 agents and customers based on ticket data gaps
• Create dashboards and reports to communicate queue and tool health, the impact of improvements, and return on investment, and share trends with leadership
• Represent the Service Desk on IT projects and coach teammates
• Support Tier 2 ticket activity by backing up when needed
• Apply ITIL practices across incident, request, problem, and change management
• Manage and optimize workflows within Jira Service Management, ensure accurate ticket documentation, and use reporting to surface service trends

Requirements

• Hands-on experience administering IT service tools, with the ability to ramp quickly on new platforms
• Working knowledge of ITIL practices for incident, request, problem, and change management
• Ability to review ticket and performance data to spot trends and translate findings into action
• Clear written and verbal communication skills, including documenting processes, training others, and presenting to multiple cross-collaborative teams including senior leadership
• Self-starter who takes ownership, makes sound decisions with incomplete information, and follows through

Technologies

• Nexthink
• CHGeeves
• Jira Service Management
• Windows OS
• Mac OS
• Microsoft 365
• Active Directory
• Intune
• SCCM
• Microsoft Entra ID (Azure AD)

Education & Experience

• 5+ years of experience in IT service desk, technical support, or a similar role, including Tier 2 responsibilities
• Strong troubleshooting skills across Windows OS, Mac OS, Microsoft 365, Active Directory, and common business applications
• Experience leading or contributing to projects involving multiple teams, from planning through delivery
• Self-starter with strong attention to detail, personal accountability for deadlines, ability to adapt quickly, and capacity to handle multiple projects and requests
• Ability to exercise sound judgment in complex situations
• Excellent written and verbal communication with both technical and non-technical audiences

Preferred

• ITIL Foundation certification (v3 or v4) or higher, or industry certifications such as CompTIA A+, Network+, Security+, or Microsoft MS-900 or AZ-900
• Experience building automations or scripts to streamline workflows
• Familiarity with Jira Service Management, Nexthink, or similar tools
• Experience with endpoint management tools such as Intune or SCCM, and cloud identity management in Microsoft Entra ID (Azure AD)
• Experience with ITSM reporting, including SQL queries, to build service metrics and KPIs
• Knowledge management experience: writing, auditing, and maintaining knowledge base content for accuracy, findability, and usefulness
• Comfort using AI tools to speed up troubleshooting and documentation
• Background mentoring, coaching, or training teammates

Compensation

• Salary range: USD 59,000 - 114,300 per year
• Pay varies based on work location and job-related factors such as knowledge, position level, and experience
• Recruiter can share the specific salary range for the job location during the hiring process

Benefits

• 401(k) retirement plan with company match
• Traditional healthcare benefits such as medical and dental coverage
• Onsite health centers
• Corporate wellness programs and free behavioral health appointments
• Flexible work schedules, including work-from-home options available
• Recognition programs with rewards including trips, cash, and paid time off
• Paid parental leave, fertility coverage, adoption assistance, and marriage counseling
• Tailored training resources including free LinkedIn learning courses
• Volunteer time off and employee-driven matching grants
• Tuition reimbursement programs

Location: Salt Lake City, UT (onsite)