IT Service Desk Specialist III

Role Overview

• Implement, manage and support ITIL-aligned processes including Incident, Service Requests, Problem, and Change Management
• Contribute to the development of service desk performance metrics (e.g. SLAs, KPIs, first call resolution, ticket response times, ticket resolution times, customer satisfaction) and provide actionable insights for continuous improvement
• Respond to requests for technical assistance via phone, chat, or email
• Provide excellent customer service by actively listening to user concerns, clearly explaining solutions, and maintaining a professional and courteous demeanor
• Act as the primary escalation point for complex or critical technical issues and coordinate resolution efforts with end users / customers, internal teams, external vendors, and managers for timely resolution
• Develop and maintain documentation such as knowledge base articles, workflows, and standard operating procedures
• Conduct regular training and mentoring sessions for Service Desk staff to ensure skill development and adherence to ITIL / ITSM best practices
• Drive continuous improvement initiatives, leveraging user feedback and performance data to enhance service delivery
• Conduct thorough Root Cause Analysis for recurring Incidents to identify and address systemic issues
• Collaborate with infrastructure, application, and security teams to implement long-term fixes and preventative measures
• Promote automation and self-service tools to reduce manual workload and enhance service efficiency
• Collaborate with the IT Service Delivery Manager to ensure alignment with overall service delivery goals
• Manage process for communicating outage/emergency activities to the organization where applicable.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
• Minimum of 8 years of IT support experience
• Strong understanding of the ITIL framework and service management best practices
• Hands-on experience with ITSM tools such as ServiceNow, Jira, BMC Remedy, Freshservice or equivalent platforms
• Strong knowledge of Windows OS, Microsoft Exchange and Office 365, Active Directory, VOIP solutions such as Ring Central, networking fundamentals, and remote support tools
• Proven experience in a Service Desk or similar role within the healthcare industry
• Exceptional problem-solving, communication, analytical and interpersonal skills
• Ability to manage competing priorities in a fast-paced environment while maintaining attention to detail, fostering a customer-centric and service-oriented culture.

Tech Stack

• ITSM
• ServiceNow
• VoIP

Benefits

• Beyond competitive compensation, our well-rounded benefits package includes a range of comprehensive medical, dental and vision plans
• HSA / FSA
• 401(k) matching
• an Employee Assistance Program (EAP) and more.