IT Service Desk Specialist III

This is a fully remote position, open to applicants in United States.

📋 Description

• Implement, manage, and support ITIL-aligned processes such as Incident, Service Requests, Problem, and Change Management.

• Contribute to the formulation of service desk performance metrics (e.g., SLAs, KPIs, first call resolution, ticket response times, ticket resolution times, customer satisfaction) and offer actionable insights for continual enhancement.

• Address requests for technical assistance via phone, chat, or email.

• Deliver outstanding customer service by actively listening to user concerns, clearly articulating solutions, and maintaining a professional and courteous demeanor.

• Serve as the main escalation point for complex or critical technical issues and coordinate resolution efforts with end users/customers, internal teams, external vendors, and management for prompt resolution.

• Create and maintain documentation including knowledge base articles, workflows, and standard operating procedures.

• Conduct regular training and mentoring sessions for Service Desk staff to ensure skill development and adherence to ITIL/ITSM best practices.

• Propel continuous improvement initiatives by utilizing user feedback and performance data to enhance service delivery.

• Perform thorough Root Cause Analysis for recurring incidents to identify and rectify systemic issues.

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

• Advocate for automation and self-service tools to minimize manual workload and improve service efficiency.

• Work alongside the IT Service Delivery Manager to ensure alignment with overall service delivery objectives.

• Oversee the process for communicating outage/emergency activities to the organization when applicable.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

• A minimum of 8 years of IT support experience.

• Strong understanding of the ITIL framework and service management best practices.

• Practical experience with ITSM tools such as ServiceNow, Jira, BMC Remedy, Freshservice, or equivalent 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 track record in a Service Desk or similar role within the healthcare sector.

• Exceptional problem-solving, communication, analytical, and interpersonal skills.

• Ability to juggle competing priorities in a fast-paced environment while maintaining attention to detail and fostering a customer-centric and service-oriented culture.

🏝️ Benefits

• In addition to competitive compensation, our comprehensive benefits package includes a variety of medical, dental, and vision plans.

• HSA/FSA.

• 401(k) matching.

• An Employee Assistance Program (EAP) and more.