IT Service Desk Specialist - 2nd Line Support

Memorial Healthcare; United States; On-site; USD 52,000 - 68,000; Full time

Job summary

Memorial Healthcare System in Miramar, FL seeks an experienced IT Help Desk professional to deliver advanced technical support to employees, vendors, patients and physicians. You will troubleshoot computer hardware, software and network issues, both in person and remotely, while guiding users through solutions and maintaining service levels.

The role requires strong customer service, problem-solving and ability to work with minimal supervision in a fast-paced healthcare setting.

Qualifications

• Minimum one (1) year of IT experience required, preferably in help desk, service desk, or call center setting.
• Customer service-related experience preferred.

Responsibilities

• Enter support requests into the ticketing system to ensure proper resolution, tracking and follow-up.
• Reference problem management database and service desk systems to provide well-informed solutions for moderately complex problems.
• Monitor ongoing issues using the ticketing system to ensure timely responses.
• Engage with end users by phone or remotely to determine the nature and scope of the issue and take corrective action.
• Diagnose, resolve and close customer issues according to service level guidelines.
• Provide real-time support to staff, vendors, patients and physicians, typically resolving moderately complex problems immediately.
• Support end-user desktop training and assist with creating training materials to reduce future service desk requests.

Skills

IT support

Customer service

Remote support

Ticketing system

Education

High School Diploma or equivalent

Job description

Memorial Healthcare System in Miramar, FL seeks an experienced IT Help Desk professional to deliver advanced technical support to employees, vendors, patients and physicians. You will troubleshoot computer hardware, software and network issues, both in person and remotely, while guiding users through solutions and maintaining service levels.

The role requires strong customer service, problem-solving and ability to work with minimal supervision in a fast-paced healthcare setting.