IT Service Desk Specialist III

This is a fully remote position, open to applicants in Florida, +4 more states.

📋 Description

• Deliver and oversee remote technical support for over 1,000 associates

• Implement, manage, and support ITIL-aligned processes for Incident, Service Request, Problem, and Change Management

• Create service desk performance metrics, including SLAs, KPIs, first-call resolution rates, ticket response and resolution times, and customer satisfaction levels

• Address technical assistance requests via phone, chat, and email

• Serve as the main escalation point for complex or critical technical issues

• Coordinate resolution efforts with end users, internal teams, external vendors, and management

• Develop and maintain knowledge base articles, workflows, and standard operating procedures

• Conduct training and mentoring sessions for Service Desk personnel

• Foster continuous improvement through user feedback and performance data

• Perform root cause analysis for recurring incidents

• Collaborate with infrastructure, application, and security teams to implement long-term solutions and preventative measures

• Advocate for automation and self-service tools

• Work in conjunction with the IT Service Delivery Manager to achieve service delivery objectives

• Manage communications during outage and emergency situations

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related discipline (or equivalent professional experience)

• At least 8 years of experience in IT support

• Strong comprehension of the ITIL framework and best practices in service management

• Practical experience with ITSM tools such as ServiceNow, Jira, BMC Remedy, Freshservice, or similar platforms

• In-depth knowledge of Windows OS, Microsoft Exchange and Office 365, Active Directory, VOIP solutions like Ring Central, networking fundamentals, and remote support tools

• Proven experience in a Service Desk or similar capacity within the healthcare sector

• Outstanding problem-solving, communication, analytical, and interpersonal skills

• Capability to manage competing priorities in a fast-paced environment while maintaining attention to detail and promoting a customer-centric, service-oriented culture

• ITIL v3 or v4 Foundation certification or higher is preferred

• Familiarity with healthcare IT systems and regulations is preferred

• Knowledge of cybersecurity principles and IT compliance requirements is preferred

• Experience in multi-site service operations is preferred

• Ability to occasionally lift and transport IT equipment during on-site visits

• Flexibility to work occasional evenings and weekends as required

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance plans

• HSA / FSA options available

• 401(k) matching program

• Employee Assistance Program (EAP)

• Competitive salary

• Occasional travel for site visits