Job Description: Level 2 Service Desk Technician

Job Summary: We are seeking a proactive and customer-focused Level 2 Service Desk Technician to join our IT team. As the first point of contact for practices experiencing technical issues, you will play a key role in ensuring smooth operations by addressing Level 1 and Level 2 tickets efficiently. This position requires strong communication skills, technical expertise, and a commitment to excellent service. The role is currently remote but will transition to an in-office setting within 3-6 months.

Key Responsibilities:

• Issue Confirmation and Resolution:
• Serve as the primary point of contact for practices, confirming and documenting the details of reported technical issues.
• Troubleshoot and resolve Level 1 and Level 2 technical issues related to hardware, software, networks, and other IT systems.
• Ticket Management:
• Monitor, prioritize, and manage service desk tickets in the system, ensuring timely resolution and adherence to service-level agreements (SLAs).
• Escalate unresolved or complex issues to higher-level support teams as necessary.
• Customer Communication:
• Communicate effectively with practice staff, providing regular updates on ticket status and next steps.
• Deliver user-friendly instructions to resolve recurring issues or assist with IT processes.
• Documentation and Reporting:
• Accurately document troubleshooting steps, resolutions, and knowledge base articles to improve team efficiency.
• Identify and report trends or recurring issues to help drive long-term solutions.
• Collaboration:
• Work closely with other IT team members to ensure alignment on processes and goals.
• Provide feedback to improve service desk workflows and processes.

Qualifications:

• Experience:
• 2+ years of experience in a service desk or IT support role, handling Level 1 and Level 2 tickets.
• Previous experience working in a customer-facing or healthcare IT environment is a plus.
• Technical Skills:
• Proficiency in troubleshooting hardware, software, network, and connectivity issues.
• Familiarity with IT service management tools (e.g., HaloPSA, ConnectWise) and ticketing systems.
• Knowledge of Active Directory, Office 365, Entra ID, and remote desktop tools.
• Working directly with RMM tools such as NinjaOne, N-Able, Labtech
• Soft Skills:
• Excellent verbal and written communication skills, with a customer-first mindset.
• Strong organizational and multitasking abilities.
• Analytical problem-solving skills and attention to detail.
• Education & Certification:
• Associate degree in IT, Computer Science, or a related field (or equivalent work experience).
• Certifications such as CompTIA A+, ITIL Foundation, or similar are a plus.

Work Environment:

• Remote and In-Office Transition:
• This role will be remote initially, with plans to transition to an in-office setting within 3-6 months. Our office is located in Cool Springs.
• Candidates should be willing and able to work on-site at the specified location full time.