IT Service Desk Specialist

Mosaic Inc.

Fort Myers, FL, United States

about 1 month ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

2 years minimum

Compensation

$43,472.0 - $65,208.0

Working hours

Shift work

Job source

www.indeed.com

Tech stack

Microsoft Windows Active Directory Computer Networks Desktop Computing Identity and Access Management Virtual Private Networks (VPN) Azure Active Directory Enterprise Software Applications Laptops User Administration Servicenow

Job description

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., * 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.

Requirements

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., * 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.

Benefits & conditions

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.