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# IT Service Desk Specialist

- **Company:** Mosaic Inc.
- **Location:** Fort Myers, FL, United States
- **Experience:** Experienced
- **Salary:** $43,472.0 - $65,208.0
- **Contract:** Permanent contract
- **Skills:** 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
- **Published:** August 2, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=e78878832d132557

## About the Role

* 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.

## 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.


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