Specialist, Technical Support

(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

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.

Mosaic 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.