Help Desk Specialist I

Roanoke, VA, US, 24016

Job Summary

Performs specific job responsibilities:

  • Interfaces with clients, vendors, and multiple teams while responding to calls and emails to provide resolution to problems, incidents, and other requests as necessary. 
  • Troubleshoots each interaction/incident and strives for first contact resolution (FCR) for each issue while producing a quality work product.
  • Demonstrates proficiency in accurately documenting all client, vendor and team contacts in TSG call management software.  
  • Escalates incidents to the correct team and in a timely manner. 
  • Assists with “how to” questions in an effort to educate clients while providing support as needed.
  • Submits knowledge database entries for review and assists with keeping the knowledge base current.
  • Demonstrate proficiency with call center technology.
  • Displays excellent customer service and teamwork skills.
  • Continually troubleshoots and evaluates incoming call levels and involves management as necessary.
  • Monitor network operations including troubleshooting, opening Verizon support tickets and notifying key stakeholders with moderate supervision. 
  • Completes client software requests with moderate supervision. 

Resolves hardware, software and access issues for all Carilion Clinic employees and affiliated personnel.  Delivers service with a high degree of customer satisfaction, technical expertise and timeliness Provides second level support to representatives and works through complex tickets to find resolutions to improve first call resolution. Communicates with third level teams to test, document and work through known issues or bugs. Provides information as requested for tickets, projects, access requests or other areas as directed by management

Be at your best with an organization that equips you to do so.  Whose people unite in making lives better. At Carilion Clinic, we help communities stay healthy and our region grow stronger through compassionate care, medical education and research, and neighborhood outreach. As part of our team you can expect professional stability, strong technological resources, and the advancement potential of a regional leader.


Based in Roanoke, VA, we are an award-winning, community-based network of hospitals, primary and specialty physician practices, and affiliations with prestigious academic medical institutions. Explore how joining a regional leader can enhance your ability to learn, grow, and succeed.

Minimum Qualifications

Education: Associates degree preferred. 


Experience: 2 years’ equivalent experience and an associate degree or 4 years work experience in computer electronics and/or data communications, microcomputers, supporting network hardware and software required



Licensure, certification, and/or registration:

Must obtain Help Desk certification from HDI.

Must obtain one of the following: CompTIA A+, CompTIA Network +, CompTIA Security +, Epic Proficiency in any module, any Microsoft certification, or  an Associate’s degree,



Other Minimum Qualifications:  

Tactful and pleasant phone skills

Positive customer service attitude

Excellent communication skills

Exceptional interpersonal skills

Good organizational skills

Problem solving ability

Basic to intermediate knowledge of multiple applications

Basic knowledge of computer networks and how they function 

Average to above-average typing skills 

Detail oriented

Ability to follow instructions

Valid Virginia drivers' license and dependable transportation.

Our Values

Below are our core values that we strive to embody and expect of all our team members:

CommUNITY:  Working in unison to serve our community, our Carilion family and our loved ones.

Courage:  Doing what’s right for our patients without question.

Commitment:  Unwavering in our quest for exceptional quality and service.

Compassion:  Putting heart into everything we do.

Curiosity:  Fostering creativity and innovation in our pursuit of excellence.



Requisition Number: 31417 
Employment Status: Full time 
Location: Technology Services Group 
Shift: Any Day, Any Shift 
Shift Details: M-F 6am-2:30pm
Recruiter Email:

This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning
hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.

Equal Opportunity Employer

Minorities/Females/Protected Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity

Carilion Clinic is a drug-free workplace.


Nearest Major Market: Roanoke

Job Segment: Neurology, Orthopedic, Medical, EMR, Help Desk, Healthcare, Technology