Senior IT Service Desk Specialist II – Complex Tech Mentoring

St. Peter's Health; Montana; Vor Ort; USD 42.000 - 64.000; Vollzeit

Zusammenfassung

St. Peter's Health in Montana seeks a Service Desk Support Specialist to deliver timely technical support for end users across clinical and business tasks. This role handles complex hardware, software, access, and network issues and escalates where needed to meet SLA expectations.

LEVEL II responsibilities include mentoring Level I staff, expanding incident resolution, contributing to knowledge base content, and guiding ticket ownership with proactive communication to end users.

Qualifikationen

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• CompTIA A+ certification preferred; ITIL Foundation a plus.
• Experience in help desk or customer service is desirable.
• Knowledge of Microsoft products and remote support tools is preferred.

Aufgaben

• Provide Level II technical support for hardware, software, access, connectivity, and applications.
• Receive escalated tickets and own resolution when appropriate.
• Diagnose complex issues and coordinate with other teams.
• Document incidents and contribute to knowledge base content.
• Mentor Level I staff and participate in smaller projects.
• Adhere to SLA targets and communicate proactively on ticket status.

Kenntnisse

Research skills

Fast learner

Clear communication

Self-motivated

Attention to detail

Analytical problem solving

Prioritize under pressure

Customer service

Teamwork

Ausbildung

HS diploma or equivalent

Associate's or Bachelor's in CS/IT preferred

CompTIA A+ certification

ITIL Foundation certification preferred

Tools

Remote support tools

Active Directory

VPN

ITSM systems

EHR platforms

Endpoint management tools

Remote desktop tools

Jobbeschreibung

St. Peter's Health in Montana seeks a Service Desk Support Specialist to deliver timely technical support for end users across clinical and business tasks. This role handles complex hardware, software, access, and network issues and escalates where needed to meet SLA expectations.

LEVEL II responsibilities include mentoring Level I staff, expanding incident resolution, contributing to knowledge base content, and guiding ticket ownership with proactive communication to end users.