Specialist, Technical Support

Mosaic Health, LLC.; Austin (TX); Presencial; USD 33.000 - 50.000; Jornada completa

Descripción de la vacante

Mosaic Health, LLC in Austin, TX is seeking a Specialist, Technical Support to provide Tier 1–3 service desk assistance across hardware, software, network, and applications. You will act as a technical escalation resource and help grow the knowledge base while supporting junior staff.

The role requires a valid driver’s license for company vehicle operations and after-hours coverage may be required. Join a team focused on improving incident resolution, sharing best practices, and delivering

Formación

• Handle Tier 1–3 tickets across hardware, software, network, and application support.
• Act as escalation point for complex incidents and coordinate with second-line teams.
• Develop and maintain knowledge base articles, resolution guides, and escalation procedures.
• Assist in onboarding and training new service desk staff.

Responsabilidades

• 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.

Conocimientos

Service desk support

Technical troubleshooting

Knowledge base development

On-call support

Descripción del empleo

Specialist, Technical Support# Mosaic Health Careers## Specialist, Technical SupportApply: Austin, TX: Full time: Posted Today: M105307**Job Description Summary**\\*\\*Must possess a valid state driver's license and maintain a clean driving record to operate company vehicle.\\*\\* Provides proficient Tier 1 through Tier 3 service desk support across a broad range of technical categories, handling complex incidents and serving as a technical reference for the service desk team. Contributes to knowledge management, quality improvement, and the development of junior staff. The IT Service Desk Specialist III works under general supervision and manages a broad range of service desk responsibilities with competence and reliability. This job handles complex incidents, contributes to team knowledge management, and serves as a senior technical resource for escalations and process improvement within the service desk.**How will you make an impact & Requirements****Key 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.**Compensation Range:**$24.20to$36.30*The anticipated base salary range represents the Company's good-faith estimate of the compensation it reasonably expects to pay for this position at the time of posting. Actual compensation will be determined based on factors including experience, skills, qualifications, geographic location, internal equity, and business needs.*### About UsMosaic Health is a national care delivery platform focused on expanding access to comprehensive primary care for consumers with coverage across Commercial, Individual Exchange, Medicare, and Medicaid health plans.### Who we areMosaic Health is a national care delivery platform focused on expanding access to comprehensive primary care for consumers with coverage across Commercial, Individual Exchange, Medicare, and Medicaid health plans. The Business Units which comprise Mosaic Health are multi-payer and serve nearly one million consumers across 19 states, providing them with access to high quality primary care, integrated care teams, personalized navigation, expanded digital access, and specialized services for higher-need populations. Through Mosaic Health, health plans and employers have an even stronger care provider partner that delivers affordability and superior experiences for their members and employees, including value-based primary care capacity integrated with digital patient engagement and navigation. Each of the companies within Mosaic Health provide unique offerings that together promise to improve individuals' health and wellbeing, while helping care providers deliver higher quality care. For more information, please visit www.mosaichealth.com.Mosaic Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws.If you require an accommodation for the application or interview process, please let us know and we will work with you to meet your needs. Please contact [e-mail] for assistance.