Hybrid IT Service Desk Tier 2 Remote Support

Us Uro; City of Syracuse (NY); Hybride; USD 55 000 - 70 000; Plein temps

Avantages offerts par ce poste

Medical, dental, vision plans

HSA / FSA

401(k) matching

Employee Assistance Program (EAP)

Résumé du poste

Associated Medical Professionals of NY, PLLC seeks an IT Service Desk Support to deliver remote technical assistance to 1000+ associates, with occasional on-site tasks. You will diagnose and resolve issues via phone, chat, or email, and escalate as needed while keeping accurate records.

The role is hybrid remote with occasional on-site visits in Upstate New York; candidates must reside within commuting distance of offices in Central New York or nearby areas.

Qualifications

• Strong knowledge of Windows operating systems, Office 365, Azure AD, On-Prem Active Directory, and Windows 10/11.
• Proficiency with IT Service Management tools and ticketing systems.
• Experience in remote troubleshooting of hardware, software, and network issues.

Responsabilités

• Respond to requests for technical assistance via phone, chat, or email.
• Diagnose and resolve technical issues remotely, escalating to Field Support or other IT teams as needed.
• Collaborate with Field Support to address escalated issues and ensure smooth on-site handoffs.
• Provide occasional on-site support for tasks requiring physical presence.
• Document all interactions and resolutions in the ticketing system with accuracy.
• Provide proactive status updates to associates regarding requests.
• Manage IT assets and ensure proper deployment of software and updates.
• Identify trends and propose long-term solutions and system improvements.
• Maintain knowledge base with clear documentation; follow ITIL practices.

Connaissances

Windows OS

Office 365

Azure AD

Active Directory

Remote troubleshooting

Outils

ITSM tools

Description du poste

Associated Medical Professionals of NY, PLLC seeks an IT Service Desk Support to deliver remote technical assistance to 1000+ associates, with occasional on-site tasks. You will diagnose and resolve issues via phone, chat, or email, and escalate as needed while keeping accurate records.

The role is hybrid remote with occasional on-site visits in Upstate New York; candidates must reside within commuting distance of offices in Central New York or nearby areas.