IT Service Desk Specialist

IT Service Desk Specialist

The IT Service Desk Specialist is responsible for delivering remote technical support to end users across Mosaic Health. This role serves as a key point of contact for IT incidents and service requests, ensuring efficient resolution while maintaining high service standards and supporting day-to-day business operations.

Work Schedule

• Monday through Friday, 11:00 AM to 7:00 PM Eastern Time
• Occasional flexibility may be required to support major incidents, projects, or business needs.

Key Responsibilities

• Provide Tier 1 and Tier 2 remote technical support for end users across Mosaic Health and affiliated business units.
• Serve as a primary point of contact for IT incidents and service requests, managing tickets in alignment with established Service Level Agreements (SLAs).
• Troubleshoot and resolve hardware, software, network, identity and access, and application-related issues.
• Support Windows laptops and desktops, mobile devices, Microsoft 365, VPN connectivity, and standard enterprise applications.
• Assist with onboarding and offboarding activities, including account provisioning, equipment coordination, and access management.
• Collaborate with Infrastructure, Security, and Application teams to resolve complex technical issues.
• Maintain accurate documentation of incidents, resolutions, knowledge articles, and support processes.
• Contribute to continuous improvement initiatives that enhance Service Desk operations and the overall end-user experience.

Qualifications

• 2 to 5 years of experience in an IT Support or Service Desk environment.
• Strong knowledge of Windows operating systems, Microsoft 365, and standard enterprise applications.
• Experience using IT Service Management (ITSM) platforms such as ServiceNow.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong verbal and written communication skills with a customer-first mindset.

Preferred Qualifications

• Experience supporting remote enterprise environments.
• Familiarity with healthcare or other regulated industries.
• Basic understanding of networking concepts, Active Directory, and Microsoft Entra ID.
• ITIL Foundation certification or equivalent experience.

Compensation Range:

$20.90 to $31.35

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.