Service Desk Support Specialist

2 weeks ago


Tempe, Arizona, United States Progilisys Full time
Job Title: Service Desk Tech II

Job Type: Contract to Hire

Location: Tempe, AZ

The Service Desk Technician (Tier 2) plays a crucial role in leading the daily operations of the service desk, managing the service desk team, and ensuring that the service desk consistently improves with industry best practices. This position requires a customer-friendly attitude and the ability to work in a team environment.

Responsibilities:
  • Escalate and resolve complex technical issues related to connectivity, access, computer hardware, operating systems, and software applications.
  • Develop and maintain phone/ticket escalation processes to ensure efficient issue resolution.
  • Identify root causes of healthcare application issues and communicate findings to relevant teams.
  • Provide technical support and troubleshooting for Windows operating systems and applications.
  • Review and assess Service Level Agreements (SLAs) to set expectations and measure performance.
  • Offer after-hours on-call support as needed.
Requirements:
  • 4+ years of experience in an IT support role.
  • Experience with help desk ticketing systems and managing ticket queues.
  • Freshdesk experience is desirable.
  • Proficiency in Active Directory, Exchange mailbox administration, and Group Policy Objects.
  • Experience with Microsoft Office/Microsoft 365.
  • Windows 10 Pro experience.
  • Windows server administration experience preferred.
  • NinjaOne or SCCM experience.
  • Experience with IT Documentation software.
  • Experience using system/network monitoring tools.

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