IT Service Desk Specialist

4 weeks ago

Greenwood, South Carolina, United States Urology of Indiana Full time

About the Role

This is a hybrid remote/on-site position at U.S. Urology Partners, where you will support our 800+ associates in resolving their 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.

Key Responsibilities

  • 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).

Requirements

  • 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

Work Environment

This is a hybrid remote/on-site role. The on-site work environment for an IT Service Desk Tier 2 professional is typically an office setting, often referred to as the IT service desk or help desk area.

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.

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.

Technical Tools and Resources:

The work environment is equipped with the necessary tools and resources to perform the job effectively.

Fast-Paced and Dynamic:

The IT service desk work environment is often fast-paced and dynamic.

Customer-Facing Interaction:

The role involves direct interaction with end-users, either over the phone, through email, or via remote support tools.

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.

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.

Professional Development Opportunities:

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

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