Service Desk Engineer IT

				Overview:

We are seeking a motivated Service Desk Engineer Level II focused on pushing the boundaries for providing and transforming our helpdesk into a world class service desk. The Service Desk Engineer II specializes in providing technical assistance for software systems, including but not limited to Windows/mac OS, iOS for iPads, Microsoft 365, RingCentral, and other Enterprise Software and works closely with system and network teams to contribute to process improvements. With 2-5 years of industry experience, this role is also responsible for serving as a key escalation point for Level I staff, taking ownership of more complex support items.

Responsibilities:

* Manage, categorize, and prioritize incoming tickets through Jira Service Management systems.
* Respond to user-reported incidents via phone, email, ticketing system, or in-person.
* Provide focused support for Windows/mac operating systems, iPad configurations, VPN, printers, desktop hardware, iPad configurations, Microsoft 365, RingCentral, and other Enterprise Services.
* Systematically identify and resolve software-related issues using diagnostic tests.
* Deliver resolutions predominantly for software issues and escalate complex issues to specialized teams as needed.
* Keep a detailed record of all activities, solutions, and interactions within the ticketing system with an emphasis on software and workflow-related incidents.
* Provide exceptional customer service to ensure user satisfaction and share customer feedback with internal team members.
* Guide customers remotely through troubleshooting, configuration, and maintenance.
* Follow standard operating procedures for incidents and request handling and make updates to them as required.
* Contribute to knowledge bases and training modules specific to software and workflow troubleshooting.
* Assist with onboarding and offboarding of users, including account creation and hardware setup.
* Collaborate closely with various departments to ensure a harmonized and specialized software and workflow support service.
* Adherence to compliance and completion of compliance training.
* Partner with the Site Readiness team to support the onboarding of newly acquired clinics and facilities.
* Travel onsite with the Site Readiness team approximately 4-6 times per year to provide hands-on Service Desk support during go-live and transition periods.
* Performs other related duties as assigned.

Qualifications:

* Bachelor's degree in IT, Computer Science, Engineering or related field preferred; equivalent experience will be considered in lieu of degree.
* A+ or equivalent certification preferred, with specialization in software systems.
* Minimum of 2-5 years of experience in an IT service desk environment with a focus on software support and workflow management.
* Experience using ticketing systems, specifically Jira Service Management.
* Experience developing and optimizing workflows within Jira Service Management.
* Must be detail oriented.
* Must have effective communication and interpersonal skills to collaborate with diverse teams.
* Ability to manage multiple priorities, meet deadlines, and work under pressure in a fast-paced environment.
* High level of integrity, ethical judgment, and confidentiality when handling sensitive data.
* Proficiency with Microsoft Word, Excel and PowerPoint is required. Must be able to learn new software quickly.
* Ability to work effectively and cooperatively with staff, leadership, and the public.
* Ability to use time productively and contribute to high levels of company operational efficiency and effectiveness.
* Ability to maintain confidentiality of information.
			

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Forefront Management, LLC

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