IT Service Desk Tier 2 Support Specialist

Role Overview

This position provides remote IT support to over 1000 associates, ensuring prompt resolution of technical requests and incidents. The role collaborates closely with the Field Support team to manage escalations, troubleshoot complex issues, and maintain smooth IT service operations. While mainly remote, occasional on-site support at company offices may be necessary, requiring candidates to live within commuting distance to Central Ohio, Central New York, or Indianapolis metro areas.

Key Responsibilities

• Respond promptly to technical support requests via phone, chat, or email.
• Diagnose and resolve various hardware, software, and network issues remotely, elevating advanced problems to Field Support or other teams as required.
• Work alongside Field Support to ensure efficient escalation and on-site resolution.
• Occasionally provide hands-on IT assistance onsite.
• Document all interactions and solutions accurately within the ticketing system.
• Keep associates informed with timely updates on their support cases.
• Manage deployment and updates of software across remote endpoints.
• Identify recurring issues and recommend system improvements.
• Create and maintain clear knowledge base articles for frequent problems and fixes.
• Adhere to ITIL best practices and assist in refining remote support workflows.
• Participate in business continuity planning and related testing activities.

Candidate Profile

• Strong expertise in Windows OS, including Windows 10/11, Office 365, Azure Active Directory, and on-premises Active Directory.
• Experience with IT Service Management platforms and ticket tracking tools.
• Skilled in troubleshooting technical issues remotely across software, hardware, and network domains.
• Excellent communication skills, both written and verbal, with the ability to explain technical details simply to non-technical users.
• Team player with a collaborative mindset to work effectively with various IT teams.
• Customer service oriented with empathy and professionalism.
• Strong analytical thinking for resolving complex problems and identifying enhancement opportunities.

Work Environment and Physical Requirements

• Primarily a remote role involving extended periods of computer use requiring manual dexterity.
• Ability to transport and handle IT equipment during occasional onsite visits.
• High-paced, team-oriented IT environment focused on delivering excellent service.

Additional Details

The role may evolve with changing business needs, requiring flexibility to undertake other duties supporting IT operations. U.S. Urology Partners is a large independent provider of urology services with more than 50 offices nationwide, committed to diversity and equal opportunity employment. Employees benefit from competitive compensation, comprehensive medical, dental, and vision coverage, flexible spending accounts, 401(k) matching, and employee assistance programs.

Company Values

• Compassion: Demonstrating care and kindness to others.
• Make Someone’s Day: Foster positive interactions daily.
• Collaboration: Working together to achieve goals.
• Respect: Treating all individuals with dignity.
• Accountability: Upholding integrity and responsibility.