Specialist, Technical Support

Mosaic Health; Austin (TX); Sur place; USD 33 000 - 50 000; Plein temps

Résumé du poste

Mosaic Health in Austin is seeking an IT Service Desk Specialist III to provide advanced Tier 1–3 support for hardware, software, networks, and applications. The role focuses on becoming a senior technical resource, developing knowledge assets, and guiding escalation processes to improve ticket resolution and service quality.

The position requires a valid state driver’s license and eligibility to operate company vehicles.

Qualifications

• Must possess a valid state driver's license and maintain a clean driving record.
• Experience with Tier 1–3 service desk support.
• Strong knowledge base development and escalation processes.

Responsabilités

• Handle Tier 1–3 tickets across hardware, software, network, and apps.
• Escalate complex incidents and coordinate with second-line teams.
• Develop knowledge base articles and escalation procedures.
• Onboard and train new service desk staff.
• Identify patterns and recommend improvements to reduce tickets.
• Participate in QA and provide peer feedback.
• Support after-hours and on-call coverage.

Connaissances

Tier 1–3 support

Service desk

Hardware support

Software support

Network support

Incident management

Description du poste

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

$24.20 to $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.