Service Desk - Level Fully Remote

As a Service Desk Engineer specializing in healthcare IT applications support, you will take on a pivotal role in providing advanced technical assistance and leadership to a team of service desk engineers. Your primary responsibility will be to ensure the timely resolution of complex technical issues related to healthcare-specific applications via phone, email, or through a ticketing system like ServiceNow. You will also provide guidance, training, and escalation support to junior engineers, fostering a culture of excellence in healthcare IT support.

Responsibilities: ? Technical Leadership: Provide leadership and guidance to a team of L1 service desk engineers, ensuring prompt and effective resolution of escalated technical issues related to healthcare IT applications, including Electronic Medical Records (EMR), Practice Management Systems (PMS), Radiology Information Systems (RIS), and others. ? Advanced Troubleshooting: Serve as an escalation point for complex technical issues... that cannot be resolved at the L1 level. Utilize advanced diagnostic tools, remote access technologies, and troubleshooting methodologies to identify root causes and implement solutions. ? Incident Management: Oversee the management of incidents and service requests within the ServiceNow ticketing system or equivalent, ensuring accurate documentation of all interactions, troubleshooting steps, and resolutions. Monitor ticket queues to prioritize and distribute workload effectively. ? User Support and Training: Provide technical guidance and mentorship to junior service desk engineers on proper troubleshooting techniques, customer service best practices, and effective communication with healthcare professionals. Conduct training sessions and create knowledge base articles to enhance team capabilities. ? Escalation Coordination: Coordinate escalations to third-party vendors, application specialists, or internal IT teams as needed, ensuring that escalated issues are prioritized and resolved within agreed SLAs. Follow up on escalated tickets to ensure satisfactory resolution and customer satisfaction. ? Quality Assurance: Perform quality assurance checks on resolved tickets to ensure adherence to support processes, technical accuracy, and customer satisfaction. Identify trends in recurring issues and collaborate with relevant teams to implement preventive measures. ? Healthcare Compliance: Ensure compliance with healthcare industry regulations (e.g., HIPAA) and organizational security policies when handling patient data and healthcare information. Maintain confidentiality and data security in all interactions and documentation. ? Continuous Improvement: Proactively identify opportunities for process improvements, efficiency gains, and enhanced customer satisfaction within the service desk environment. Participate in team meetings, knowledge sharing sessions, and continuous training to stay updated on healthcare IT applications and industry trends.

Requirements: ? Education: Bachelor s degree in Information Technology, Computer Science, Healthcare Informatics, or a related field. Relevant certifications (e.g., ITIL Intermediate, CompTIA Healthcare IT Technician) preferred. ? Experience: Proven experience (X years) in a service desk or technical support role, with significant exposure to healthcare IT applications and systems. Prior experience in a leadership or mentoring capacity is highly desirable. ? Technical Skills: Advanced knowledge of troubleshooting Windows and/or macOS environments, familiarity with networking concepts (TCP/IP, DNS, DHCP), and proficiency in using remote support tools (e.g., Remote Desktop, TeamViewer). ? Soft Skills: Excellent leadership and communication skills, with the ability to motivate and mentor a team of service desk engineers. Strong analytical skills and attention to detail in resolving complex technical issues. ? Teamwork: Ability to collaborate effectively with cross-functional teams, including developers, system administrators, and vendor support teams to resolve escalated issues and improve service delivery. ? Flexibility: Willingness to work in shifts, including weekends or evenings, to provide 24/7 support coverage if required

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