IT Service Desk Tier 2

About the Role

The Service Desk Tier 2 Team Member will support our 1000+ associates in resolving their escalated IT requests (Incident and Service Requests) while also providing additional support/guidance to their Tier 1 team members. Under general direction, performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting and supporting of PC hardware, operating systems, software applications, peripherals, and communication devices for the entire company. This role is primarily work-from-home with on-site support as needed, allowing flexibility while ensuring comprehensive coverage and support. The position involves good communication skills with the ability to interact diplomatically and skillfully with associates. Will interact with Tier 3 Team Members when escalating issues to provide and/or identify and correct core problems. This individual will work with a Team of IT Professionals providing both remote and on-site advanced IT support. Tier 2 will be responsible for more advanced IT related issues, while also meeting or exceeding KPI's defined by the IT Service Delivery Manager. They will provide all services with a focus on customer service and transparency.

What You'll Be Doing

• Respond to requests for technical assistance via phone, chat, or email.
• Diagnose and resolve technical issues remotely and on-site.
• Log all customer interactions into the ticketing system.
• Receiving Tier 1 escalations
• Provide resolution for Tier 1 requests and issues.
• Escalate to internal Tier 3/teams as necessary.
• Follow incidents through to resolution.
• Trends support issues and finds long term solutions and enhancements.
• Provide regular updates to customer on their requests (incident and service).
• Familiarize yourself with ITIL best practices.
• Documentation Management: Responsible to improve the customer's efficiency by utilizing KBA's and best practices to resolve incidents quickly.
• Accountable to develop and maintain KBA's.
• Providing customers with support for corporate owned assets (primarily desktops, laptops, tablets, servers), which will include basic service desk support up to advanced troubleshooting.
• Performs other duties as assigned.

What We Expect from You

• Knowledge of Windows OS environments
• Strong written and verbal communication skills
• Strong focus on customer service
• Organization & time management skills
• Ability to perform hardware and software installations
• Ability to troubleshoot and resolve
• Ability to assign appropriate priorities to work assignments based upon situational pressures
• Ability to be creative, technology-savvy, and a team player/leader with exceptional organizational skills
• Ability to remain openminded with other Team Members for resolution of incidents, promoting a collaborative environment
• Ability to work with others, takes time to help Service Desk Team Members achieve their objectives and goals when input is needed from different areas in order for timelines to be met
• Solid knowledge with standard Incident, Problem and Change Management processes as defined by ITIL
• Experience with Microsoft applications and environments to include
  
  • Office 365
  • Azure AD
  • On-Prem Active Directory
  • Windows 10
• Using an IT Service Management tool for managing requests

Reasoning Ability

This role involves analyzing complex technical issues and providing logical and effective solutions to end-users. The ideal candidate should possess strong reasoning ability, which includes the capacity to think critically, solve problems, and make sound decisions based on available information.

Computer Skills

This position involves working with various hardware, software, and network technologies to support end-users and resolve technical issues. The ideal candidate should possess a strong foundation in computer skills, including proficiency in operating systems, software applications, and troubleshooting methodologies.

Physical Demands

The IT Service Desk Tier 2 role requires certain physical demands to effectively perform the job duties. This position involves working in a dynamic environment that may require prolonged periods of sitting, manual dexterity, and the ability to handle equipment and peripherals. The ideal candidate should be able to meet these physical demands while delivering exceptional technical support to end-users.

Work Environment

The work environment for an IT Service Desk Tier 2 professional is typically a hybrid office setting, often referred to as the IT service desk or help desk area. Here's a description of the work environment for this role:

Office Setting: The IT Service Desk Tier 2 professional usually works in a dedicated office space or cubicle within the IT department or a centralized service desk area. This provides a focused and organized work environment to handle technical support tasks.

Team Collaboration: The work environment encourages collaboration and interaction with other IT service desk team members, including Tier 1 support technicians, supervisors, and system administrators. This facilitates knowledge sharing, problem-solving discussions, and teamwork to address complex technical issues.

Technical Tools and Resources: The work environment is equipped with the necessary tools and resources to perform the job effectively. This includes computer workstations with dual monitors, help desk ticketing systems, remote support tools, diagnostic software, and access to technical documentation and knowledge bases.

Fast-Paced and Dynamic: The IT service desk work environment is often fast-paced and dynamic. It involves handling a wide range of technical issues and requests from end-users, which require quick thinking, multitasking, and effective time management.

Customer-Facing Interaction: The role involves direct interaction with end-users, either over the phone, through email, or via remote support tools. The IT Service Desk Tier 2 professional is expected to provide excellent customer service and communicate technical solutions clearly and professionally.

Service Level Agreements: The work environment operates based on defined service level agreements (SLAs), which outline response times, resolution targets, and quality standards for addressing end-user issues. Meeting or exceeding these SLAs is important to ensure a high level of customer satisfaction.

Occasional Stressful Situations: The work environment may occasionally involve handling stressful situations, such as dealing with frustrated or upset end-users, managing high-priority incidents, or working under time constraints. The IT Service Desk Tier 2 professional should maintain composure, professionalism, and empathy while resolving such issues.

Professional Development Opportunities: The work environment may provide opportunities for professional development, including training sessions, workshops, and certifications to enhance technical skills and knowledge.

Overall, the work environment for an IT Service Desk Tier 2 professional is focused, collaborative, and driven by the goal of providing efficient and effective technical support to end-users. It requires the ability to work well under pressure, communicate effectively, and adapt to changing priorities in a dynamic IT service desk setting.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Travel

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

What We are Offer You

At U.S. Urology Partners, we are guided by four core values. Every associate living the core values makes our company an amazing place to work. Here "Every Family Matters"

Compassion

Make Someone's Day
Collaboration

Achieve Possibilities Together
Respect

Treat people with dignity
Accountability

Do the right thing

Beyond competitive compensation, our well-rounded benefits package includes a range of comprehensive medical, dental and vision plans, HSA / FSA, 401(k) matching, an Employee Assistance Program (EAP) and more.

About US Urology Partners

U.S. Urology Partners is one of the nation's largest independent providers of urology and related specialty services, including general urology, surgical procedures, advanced cancer treatment, and other ancillary services. Through Central Ohio Urology Group, Associated Medical Professionals of NY, Urology of Indiana, and Florida Urology Center, the U.S. Urology Partners clinical network now consists of more than 50 offices throughout the East Coast and Midwest, including a state-of-the-art, urology-specific ambulatory surgery center that is one of the first in the country to offer robotic surgery. U.S. Urology Partners was formed to support urology practices through an experienced team of healthcare executives and resources, while serving as a platform upon which NMS Capital is building a leading provider of urological services through an acquisition strategy.

Salary Range: Please note that the hourly range for this position will vary based on experience level, education and geographical location.
$0.00 - $0.00 / hour

U.S. Urology Partners is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

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