Service Desk Specialist

The Aspen Group; Chicago (IL); On-site; USD 42,000 - 58,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Job summary

The Aspen Group is seeking an IT Service Desk Specialist to provide reliable, high-quality desktop and remote IT support. You will resolve tickets, troubleshoot hardware/software/network issues, and maintain strong customer service for end users and executives.

You will work with diverse technologies, escalate complex problems, and collaborate with departments on IT initiatives. Prior experience in enterprise environments and familiarity with remote locations are preferred.

Qualifications

• Associates Degree in Computer Science or relevant field or commiserate experience.
• 1+ year hands-on desktop support or similar role.
• Strong organization and problem-solving skills.
• Experience operating, installing, and troubleshooting computer hardware and peripherals.
• Familiar with ServiceNow or similar ticketing systems.
• Experience supporting Windows 10/11, iOS and Mac OS; AD knowledge.
• Experience with remote locations and remote access tools (Bomgar preferred).
• Strong technical writing skills are a plus.

Responsibilities

• Provides user assistance and ticket resolution for hardware, software, and networking needs.
• Diagnoses and troubleshoots problems and escalates as needed.
• Conducts diagnostic reviews and troubleshoots issues as requested by users.
• Recommends hardware solutions for user computers in office areas.
• Troubleshoots and updates devices remotely.
• Provides good customer service to ensure functionality and assist users.
• Reports feedback and potential technical needs.
• Documents issues and resolutions in the ITSM platform.

Skills

Customer service

Problem-solving

Communication

Organization

Technical writing

Education

Associates Degree in Computer Science or relevant field

Tools

ServiceNow

Bomgar

Windows 10/11

iOS

Mac OS

Active Directory

Job description

The Aspen Group, Inc. (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S., supporting20,000 healthcare professionals and team members at more than 1,400 health and wellness offices across 46 states in three distinct categories: Dental care, urgent care, veterinarian, and medical aesthetics. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of Five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Lovet Pet Care, and Chapter Aesthetic Studio. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.

We are currently looking for an IT Service Desk Specialist who will provide reliable, high-quality IT support services.

The ideal candidate for this position is a reliable, adaptable, thought-leading IT desktop support professional capable of maintaining high work standards while independently managing their work. The candidate will also cultivate customer service excellence approach, developing relationships focused on collaboration and will have direct communication with end users, Aspen Executives, and peers. This position also will work as needed with several other initiatives, including assisting with projects, interacting with diverse technologies, and partnering with stakeholders in other departments.

Responsibilities

• Provides user assistance and ticket resolution for hardware, software, and networking needs.
• Diagnoses and troubleshoots problems with technical systems to maintain proper functionality, and escalates unresolved issues as needed.
• Conducts diagnostic reviews and troubleshoots issues as requested by users.
• Recommends hardware solutions for user computers in office areas.
• Troubleshoots and updates devices remotely.
• Provides good customer service to ensure functionality and to assist and guide users.
• Reports customer feedback and potential technical needs.
• Documents technical issues and their resolutions in the IT service management platform

Preferred Experience

• Associates Degree in Computer Science or relevant field or commiserate experience as a Desktop Support Technician/Engineer, or similar role.
• 1+ Year(s) Hands-on, Collaborative working style with a service driven mindset required.
• Good organization and problem-solving skills needed.
• Ability operating, installing, and troubleshooting computer hardware, including peripherals.
• Knowledge of modern ticketing systems, such as ServiceNow, needed.
• Skill with supporting operating systems, including Windows 10/11, Active Directory, iOS, and Mac OS.
• Experience providing desktop support in an enterprise environment preferred.
• Experience working with remote physical locations and using remote access software, like Bomgar preferred.
• Technical writing experience is a plus.
• Some familiarity with mobile device operation, Audio/Video technologies, and networking is preferred