[Hiring] Service Desk Technician @Hummingbird Healthcare

Role Description

As a Service Desk Technician at Hummingbird, you’ll be the go-to person helping our internal teams stay up and running. You’ll spend most of your day working through tickets, troubleshooting issues, and supporting users across the tools they rely on every day—keeping work moving and minimizing disruption.

You’ll handle a wide range of technical issues, from common fixes to more complex, multi-step problems, using tools like Microsoft Windows, Office365, and service management systems. Every ticket is a chance to make someone’s day easier—and you’ll do it with a team that values collaboration, clear communication, and steady progress.

Most of your day will be focused on managing a queue of requests and working through defined workflows, so comfort with a fast pace, ownership, and follow-through matters.

Responsibilities

• Receive, document, and triage technical issues and service requests from internal users
• Troubleshoot and resolve a wide range of system and tool issues using established processes
• Own tickets from intake through resolution, ensuring accuracy, timeliness, and clear documentation
• Prioritize and manage multiple requests to meet SLAs and team expectations
• Communicate clearly with users on status, next steps, and timelines
• Translate technical issues into practical, easy-to-follow guidance
• Escalate issues appropriately while staying accountable for progress and communication
• Monitor alerts, queues, and system notifications and take action as needed
• Perform routine system checks, maintenance tasks, and configuration updates
• Contribute to documentation by updating knowledge base articles and sharing learnings with the team

Requirements

• 1–3+ years of experience in a help desk, technical support, or similar role (or demonstrated readiness)
• Strong troubleshooting skills across common workplace systems (e.g., Windows, Office365, SharePoint)
• Ability to independently manage tickets and follow issues through to resolution
• Clear, professional communication with both technical and non-technical users
• Strong attention to detail in documenting issues, actions, and outcomes
• Ability to prioritize and manage multiple tasks while staying responsive
• Sound judgment in following processes and knowing when to escalate
• A steady, professional approach—even when things are busy or users are frustrated

Nice to Have

• Experience supporting contact center or CCaaS platforms (e.g., Genesys or similar)
• Familiarity with ITIL concepts or service desk best practices
• Experience in a fast-paced or growing environment
• Track record of suggesting small improvements to processes, tools, or documentation

Benefits

• Comprehensive medical, dental, and vision coverage
• Paid time off
• 401(k)
• Parental leave
• Career development support
• Paid, structured onboarding and ongoing mentorship

Expectations for Focus & Presence

To support patients and each other, this role requires your full attention during scheduled work hours. Our Outside Employment Policy doesn’t allow overlapping work or “job stacking,” so any outside work must happen fully outside your Hummingbird schedule.

We’re a camera-ready team, and you’ll need to be on camera during training and when needed during the workday after training ends. We value connection, teamwork, and being present, which is what keeps our patients safe and our team supported.