Senior IT Service Desk & Escalation Specialist

Mosaic Health; Austin (TX); Vor Ort; USD 33.000 - 50.000; Vollzeit

Zusammenfassung

Mosaic Health in Austin is seeking an IT Service Desk Specialist III to provide advanced Tier 1–3 support for hardware, software, networks, and applications. The role focuses on becoming a senior technical resource, developing knowledge assets, and guiding escalation processes to improve ticket resolution and service quality.

The position requires a valid state driver’s license and eligibility to operate company vehicles.

Qualifikationen

• Must possess a valid state driver's license and maintain a clean driving record.
• Experience with Tier 1–3 service desk support.
• Strong knowledge base development and escalation processes.

Aufgaben

• Handle Tier 1–3 tickets across hardware, software, network, and apps.
• Escalate complex incidents and coordinate with second-line teams.
• Develop knowledge base articles and escalation procedures.
• Onboard and train new service desk staff.
• Identify patterns and recommend improvements to reduce tickets.
• Participate in QA and provide peer feedback.
• Support after-hours and on-call coverage.

Kenntnisse

Tier 1–3 support

Service desk

Hardware support

Software support

Network support

Incident management

Jobbeschreibung

Mosaic Health in Austin is seeking an IT Service Desk Specialist III to provide advanced Tier 1–3 support for hardware, software, networks, and applications. The role focuses on becoming a senior technical resource, developing knowledge assets, and guiding escalation processes to improve ticket resolution and service quality.

The position requires a valid state driver’s license and eligibility to operate company vehicles.