Remote IT Service Desk Specialist - Tier 2

Associated Medical Professionals of NY; City of Syracuse (NY); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical plans

Dental plans

Vision plans

HSA/FSA

401(k) matching

Employee Assistance Program

Job summary

U.S. Urology Partners is seeking an IT Service Desk Support to deliver remote technical assistance to more than 1,000 associates.

You will manage incidents and service requests, collaborate with the Field Support team, and handle escalations to maintain smooth IT operations while occasionally visiting company locations. Candidates must reside within normal commuting distance of our offices in Upstate New York, Central Ohio, or the Indianapolis metro area.

Qualifications

• Proficient with Windows 10/11, Office 365, and cloud-based identities such as Azure AD.
• Experience diagnosing and resolving remote IT issues.
• Familiarity with ITSM tools and service requests.

Responsibilities

• Respond to technical requests via phone, chat, or email.
• Diagnose and resolve issues remotely; escalate when needed.
• Collaborate with Field Support for on-site handoffs and escalations.
• Provide occasional on-site support for hands‑on tasks.
• Document interactions and resolutions in the ticketing system.
• Communicate status updates proactively to associates.
• Manage IT assets and ensure deployments of software/updates.
• Identify trends and propose long-term improvements.
• Create clear knowledge base documentation.
• Contribute to ITIL-aligned process improvements.
• Support business continuity through planning and testing.

Skills

Windows OS

Office 365

Azure AD

Active Directory

Remote troubleshooting

Tools

Ticketing systems

Job description

U.S. Urology Partners is seeking an IT Service Desk Support to deliver remote technical assistance to more than 1,000 associates.

You will manage incidents and service requests, collaborate with the Field Support team, and handle escalations to maintain smooth IT operations while occasionally visiting company locations. Candidates must reside within normal commuting distance of our offices in Upstate New York, Central Ohio, or the Indianapolis metro area.