Hybrid IT Service Desk Tier 2 – Remote/Onsite

Advanced Urology; Snellville (GA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Advanced Urology is seeking an IT Service Desk Tier 2 to provide remote support for 1000+ associates, with hybrid work and occasional on-site tasks at Metro Atlanta locations such as Snellville and nearby suburbs. The role involves diagnosing issues, escalations, and collaboration with Field Support to ensure smooth IT operations.

The ideal candidate will be proficient in Windows, Office 365, Azure AD, and Active Directory, with strong communication skills and ITIL familiarity.

Qualifications

• Proficient in Windows OS and Office 365 with Azure AD and Active Directory administration.
• Experience with remote troubleshooting of hardware, software, and network issues.
• Strong communication, customer-service mindset, and ability to document interactions clearly.

Responsibilities

• Respond to requests for technical assistance via phone, chat, or email.
• Diagnose and resolve issues remotely; escalate to Field Support as needed.
• Collaborate with Field Support for on-site troubleshooting and handoffs.
• Provide occasional on-site support within Metro Atlanta area.
• Document all interactions and resolutions in the ticketing system.
• Follow ITIL best practices and contribute to knowledge base updates.
• Support business continuity through IT service processes.

Skills

Windows OS

Office 365

Azure AD

Active Directory

Windows 10/11

ITSM tools

Ticketing systems

Customer service

Remote troubleshooting

ITIL knowledge

Technical communication

Tools

ITSM tools

Ticketing systems

Job description

Advanced Urology is seeking an IT Service Desk Tier 2 to provide remote support for 1000+ associates, with hybrid work and occasional on-site tasks at Metro Atlanta locations such as Snellville and nearby suburbs. The role involves diagnosing issues, escalations, and collaboration with Field Support to ensure smooth IT operations.

The ideal candidate will be proficient in Windows, Office 365, Azure AD, and Active Directory, with strong communication skills and ITIL familiarity.