IT Help Desk Associate

Job Requisition #: JR58320

End Date: 12/31/2021

Location: Wilmington, Delaware

Position Type: IT & Technical Operations

Shift: Day Shift, No Rotation

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Job Description:

Christiana Care is seeking a talented Customer Service Center Associate (IT Help Desk), to provide basic level technical support and troubleshooting for all PC hardware, Mobile devices, software, and peripherals used throughout the Health System. Must maintain a consistent high level of quality on a consistent basis, ensuring all details of incidents and service requests are met within defined and documented Service Desk SLA's. This is a call center position that will require being at your desk taking calls/web inquiries.


  • Consistently adheres to defined Service Desk processes and procedures
  • Effectively manages time to attend to the intake queues to minimize wait time and response time for the customer
  • Records, tracks, and reports on all customer incidents and service requests through to completion within defined and documented Service Desk SLA's.
  • Uses standard operating procedures to resolve or escalate incidents and service requests
  • Engage knowledge management process to create or update knowledge articles
  • Escalates respective incidents into problem management in accordance with the defined SLA's
  • Strives to achieve the highest level of customer satisfaction
  • Proactively research and stay abreast of new technology
  • Attends team training sessions to develop knowledge
  • Self-motivated to learn new technologies
  • Identify and pursue learning opportunities for improving overall customer service
  • Regular and reliable attendance is an essential function of the position
  • Ability and willingness to cover off hour shifts as needed, including holidays, to ensure the service desk is properly staffed 24x7

Education and Experience Requirements:

  • BS Degree or commensurate experience in a discipline related to Information Technology and end-user support
  • 2 years' IT Help Desk Computer support or IT support experience
  • Demonstrated, from past work experiences, the breadth and depth of knowledge to support a complex, dynamic information organization
  • ITIL Foundations in Service Management Certification preferred.
  • HDI Service Desk Analyst a plus
  • Must be flexible to work all evening, overnight and weekends shifts

Knowledge, Skill & Ability Requirements:

  • Knowledge and troubleshooting experience in a Microsoft Windows environment
  • Proven ability to multi-task in a service desk/help desk environment
  • Proven ability in analyzing, interpreting, and solving diverse problems
  • Proven ability in learning from others in a hands-on environment
  • Strong written and verbal communication skills
  • Ability to communicate with a wide variety of end-users in healthcare arena
  • Ability to work in a fast paced, team environment


EEO Statement: Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

UPDATE: ChristianaCare is committed to prioritizing the health and safety of our patients and caregivers. As we continue to meet the needs of our caregivers and our community through the COVID-19 pandemic, our commitment to health and safety requires that we take new steps to ensure a safe environment for medical care for our patients and a workplace that avoids preventable harm for our caregivers. For this reason, vaccination for COVID-19 is required for all caregivers at ChristianaCare and is considered a safety standard that is job-related and consistent with business necessity for all caregivers.

Why do WE offer careers full of possibilities?

For the Love of Health.

Inclusion & Diversity

At ChristianaCare, we’re committed to treating everyone with dignity and respect. We believe in a safe, inclusive work environment that fosters collaboration between caregivers from all walks of life. We know that each unique viewpoint is vital in delivering high-quality, safe patient care to everyone who walks through our doors. Our policies, benefits, hiring practices, employee resource groups, and corporate citizenship demonstrate our commitment to inclusion and diversity throughout our system.

Why do we embrace inclusion and diversity? For the Love of Health.

Our Values

We serve together in Love and Excellence. Our unique values, Love and Excellence are bold and powerful, and they are the reason why working for ChristianaCare is special. The behaviors associated with our values guide how caregivers interact with everyone they work with and make for an exceptional work experience. We believe that when you lead with Love, Excellence is inevitable.


ChristianaCare’s comprehensive total rewards package is one of the most competitive in the region. We are proud to offer excellent benefits that reflect the organization’s commitment to being exceptional today and even better tomorrow.

At ChristianaCare, we provide access to high-quality and affordable benefits designed to meet our caregivers where they are. You can tailor your benefits to meet your needs now and adjust them as your priorities change.

Take advantage of ChristianaCare’s wide-ranging benefit offerings from supporting optimal health through medical, prescription, dental and vision coverage to valuable wellness and work/life programs, which include paid parental leave, coverage for infertility and assisted reproductive technologies, an employer-funded short-term disability program, and more.

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Our Region

A Great Place To Live

Our region offers a diversity of cultures, lifestyles, sports and entertainment events, housing options and educational opportunities. Located between Philadelphia and Washington, D.C., our locations provide easy access to two international airports, employment opportunities in a tri-state area, and proximity to some of the nation's top universities and colleges, as well as beaches in MD, DE and NJ!

Why Delaware? Why Maryland?

We Serve Together

For the Love of Health

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