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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Specialist III - **Company:** Central Ohio Urology Group, LLC - **Location:** United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, JIRA, VoIP, Microsoft Exchange Server, Health Information Technology, Microsoft Office, Networking Basics, Remote Service Software, Information Technology, Servicenow - **Published:** June 29, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=fe1d5f639fc06ee3 ## About the Role Do you have experience in Windows?, Do you have a Bachelor's degree?, * 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, fostering a customer-centric and service-oriented culture., * ITIL v3 or v4 Foundation certification or higher. * Knowledge of healthcare IT systems and regulations. * Familiarity with cybersecurity principles and IT compliance requirements. * Experience in multi-site service operations. Working Conditions: * Primarily remote role requiring prolonged periods of sitting and manual dexterity to operate a computer and other devices, may require occasional travel for site visits. * Ability to occasionally lift and transport IT equipment during on-site visits. * Ability to work flexible hours, including evenings and weekends, as needed. ## Description * Implement, manage and support ITIL-aligned processes including Incident, Service Requests, Problem, and Change Management. * Contribute to the development of service desk performance metrics (e.g. SLAs, KPIs, first call resolution, ticket response times, ticket resolution times, customer satisfaction) and provide actionable insights for continuous improvement. * Respond to requests for technical assistance via phone, chat, or email. * Provide excellent customer service by actively listening to user concerns, clearly explaining solutions, and maintaining a professional and courteous demeanor. * Act as the primary escalation point for complex or critical technical issues and coordinate resolution efforts with end users / customers, internal teams, external vendors, and managers for timely resolution. * Develop and maintain documentation such as knowledge base articles, workflows, and standard operating procedures. * Conduct regular training and mentoring sessions for Service Desk staff to ensure skill development and adherence to ITIL / ITSM best practices. * Drive continuous improvement initiatives, leveraging user feedback and performance data to enhance service delivery. * Conduct thorough Root Cause Analysis for recurring Incidents to identify and address systemic issues. * Collaborate with infrastructure, application, and security teams to implement long-term fixes and preventative measures. * Promote automation and self-service tools to reduce manual workload and enhance service efficiency. * Collaborate with the IT Service Delivery Manager to ensure alignment with overall service delivery goals. * Manage process for communicating outage/emergency activities to the organization where applicable. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [From Bedside Beeps to Interoperable Bytes – Getting your medical devices ready to talk the IEEE 11073 language](https://www.wearedevelopers.com/videos/771-from-bedside-beeps-to-interoperable-bytes-getting-your-medical-devices-ready-to-talk-the-ieee-11073-language) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Best Job Boards for Remote Work for Developers](https://www.wearedevelopers.com/magazine/290-best-job-boards-for-remote-work-for-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)