IT Service Desk Specialist III

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🔥 0 minutes ago

🐊 Florida, New Jersey, +3 more states – Remote

🐊 Florida – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🏈 Ohio – Remote 🎸 Tennessee – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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U.S. Urology Partners

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

Healthcare • Healthcare Insurance

U. S. Urology Partners is one of the nation’s largest independent providers of urology and related specialty services. The company focuses on helping urology practices retain their independence while delivering high-quality care to patients. By offering extensive healthcare management and financial resources, U. S. Urology Partners enables practices to concentrate on patient care without being forced into subservience within larger hospital systems. They assist with operational aspects such as informatics, IT, compliance, legal, and more, allowing physicians to focus on medicine rather than administrative tasks.

📋 Description

• Provide and lead remote technical support for more than 1,000 associates • Implement, manage and support ITIL-aligned Incident, Service Request, Problem and Change Management processes • Develop service desk performance metrics, including SLAs, KPIs, first-call resolution, ticket response and resolution times, and customer satisfaction • Respond to technical assistance requests via phone, chat and email • Act as the primary escalation point for complex or critical technical issues • Coordinate resolution efforts with end users, internal teams, external vendors and managers • Develop and maintain knowledge base articles, workflows and standard operating procedures • Conduct training and mentoring sessions for Service Desk staff • Drive continuous improvement using user feedback and performance data • Conduct root cause analysis for recurring incidents • Collaborate with infrastructure, application and security teams on long-term fixes and preventative measures • Promote automation and self-service tools • Collaborate with the IT Service Delivery Manager on service delivery goals • Manage communications for outage and emergency activities

🎯 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 and fostering a customer-centric and service-oriented culture • ITIL v3 or v4 Foundation certification or higher preferred • Knowledge of healthcare IT systems and regulations preferred • Familiarity with cybersecurity principles and IT compliance requirements preferred • Experience in multi-site service operations preferred • Ability to occasionally lift and transport IT equipment during on-site visits • Ability to work flexible hours, including evenings and weekends, as needed

🏖️ Benefits

• Comprehensive medical, dental and vision plans • HSA / FSA • 401(k) matching • Employee Assistance Program (EAP) • Competitive compensation • Occasional travel for site visits

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