Service Desk Specialist

Nextgen Healthcare; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Technical Support Specialist to enhance their Service Desk operations. In this pivotal role, you will serve as a technical guide, assisting Level 1 staff with complex incidents while ensuring high-quality service delivery. Your expertise in troubleshooting hardware, software, and network issues will be crucial in maintaining user satisfaction. Collaborating with various departments, you will manage technical documentation and support AWS infrastructure, contributing to a seamless IT experience. If you are a proactive problem-solver with a passion for technology, this opportunity offers a chance to thrive in a dynamic environment.

Qualifications

• 3-4 years of experience in Information Systems and technical support.
• Degree in Computer Science or equivalent experience required.

Responsibilities

• Serve as a technical guide for Level 1 Service Desk staff.
• Diagnose and resolve hardware, software, and network issues.
• Monitor Service Desk requests and ensure timely resolution.

Skills

Technical Support

Troubleshooting

Communication Skills

Teamwork

Time Management

Customer Service

Education

Degree in Computer Science/Technology

Combination of education and experience

Tools

AWS

Active Directory

VoIP Systems

Network Infrastructure

Job description

• Serve as a technical guide and primary escalation point for Level 1 Service Desk staff, ensuring prompt resolution of complex incidents and requests.
• Diagnose, resolve, and provide recovery assistance for hardware, software, network, voice, or system issues.
• Monitor and resolve Service Desk requests reported by end-users within defined SLAs.
• Escalate issues requiring higher-level technical expertise to appropriate personnel (e.g., Vendors).
• Maintain technical logs, documentation, and inventory (Hardware/Software) according to area procedures.
• Monitor and maintain Service Desk applications and systems.
• Provide related services to ensure positive end-user satisfaction with the IS Department (e.g., training, PR phone calls).
• Assist with special projects and assignments as required by management.
• Participate in scheduled 24/7 on-call duties as requested.
• Manage virtual machine inventory, build, and support AWS Workspace infrastructure.
• Collaborates effectively with team members and other departments to resolve issues and implement solutions, demonstrating strong teamwork and interpersonal skills.
• Communicates clearly and professionally with end-users, team members, and management, ensuring all stakeholders understand complex technical issues.
• Organizes and prioritizes tasks effectively, managing multiple responsibilities and deadlines with attention to detail.
• Perform other duties that support the overall objective of the position.

Education Required:

• Degree in Computer Science/Technology.
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• Experience handling macOS installation, configuration, and troubleshooting issues with hardware and software.
• Experience in dealing with purchase requisitions, procurement, asset tagging, and compliance with IT laws.
• Experience in installing, upgrading, supporting, and resolving issues relating to PC, printers, scanners, phones, VoIP, including the Intranet, LAN, and WAN, hardware, and software.
• Experience working on Active Directory and AWS/virtualization.
• High-level experience in handling Network & Voice Infrastructure, maintenance/upgrade, and troubleshooting.
• High-level experience in networking and WAN technology.
• 3-4 years of experience in the Information Systems industry and in the above-mentioned areas.
• Experience with Automation of Service Desk capabilities.
• Hardware troubleshooting experience and be conversant with networking protocols and ITIL.