IT Service Desk Lead & Escalation Expert

Mosaic Health, LLC.; Austin (TX); On-site; USD 33,000 - 50,000; Full time

Job summary

Mosaic Health, LLC in Austin, TX is seeking a Specialist, Technical Support to provide Tier 1–3 service desk assistance across hardware, software, network, and applications. You will act as a technical escalation resource and help grow the knowledge base while supporting junior staff.

The role requires a valid driver’s license for company vehicle operations and after-hours coverage may be required. Join a team focused on improving incident resolution, sharing best practices, and delivering

Qualifications

• Handle Tier 1–3 tickets across hardware, software, network, and application support.
• Act as escalation point for complex incidents and coordinate with second-line teams.
• Develop and maintain knowledge base articles, resolution guides, and escalation procedures.
• Assist in onboarding and training new service desk staff.

Responsibilities

• Handle Tier 1 through Tier 3 tickets across hardware, software, network, and application support categories.
• Serve as a technical escalation point for complex incidents, guiding resolution and coordinating with second-line teams.
• Develop and maintain knowledge base articles, resolution guides, and escalation procedures.
• Assist in onboarding and training new service desk staff, sharing technical knowledge and procedural expertise.

Skills

Service desk support

Technical troubleshooting

Knowledge base development

On-call support

Job description

Mosaic Health, LLC in Austin, TX is seeking a Specialist, Technical Support to provide Tier 1–3 service desk assistance across hardware, software, network, and applications. You will act as a technical escalation resource and help grow the knowledge base while supporting junior staff.

The role requires a valid driver’s license for company vehicle operations and after-hours coverage may be required. Join a team focused on improving incident resolution, sharing best practices, and delivering