Senior IT Service Desk Specialist - Tier 3 & Escalations

(Mosaic Shared Services) Millennium Healthcare Management Serv LLC; Austin (TX); On-site; USD 33,000 - 50,000; Full time

Job summary

Mosaic Health is seeking an IT Service Desk Specialist III to provide Tier 1–3 support across hardware, software, network, and applications. You will serve as a senior technical resource, guide escalations, and contribute to knowledge management and process improvements.

You will also participate in onboarding, training, and after-hours coverage as part of the team, ensuring high-quality service desk operations and reliable incident resolution in a dynamic Austin environment.

Qualifications

• Must possess a valid state driver's license and maintain a clean driving record.
• Handles Tier 1–3 tickets across hardware, software, network, and application support.
• Contributes to knowledge management and junior staff development.
• Senior technical resource for escalations and process improvements within the service desk.

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.
• Identify recurring incident patterns and recommend systemic improvements to reduce ticket volume and resolution time.
• Contribute to service desk quality assurance activities, reviewing ticket quality and providing peer feedback.
• Support after-hours and on-call coverage as part of operational staffing requirements.

Skills

Tier 1 support

Tier 2 support

Tier 3 support

Escalation handling

Job description

Mosaic Health is seeking an IT Service Desk Specialist III to provide Tier 1–3 support across hardware, software, network, and applications. You will serve as a senior technical resource, guide escalations, and contribute to knowledge management and process improvements.

You will also participate in onboarding, training, and after-hours coverage as part of the team, ensuring high-quality service desk operations and reliable incident resolution in a dynamic Austin environment.