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About the Role
The IT Service Desk Support role focuses on providing remote technical support to over 1000 associates, ensuring timely resolution of IT requests. This position collaborates with the Field Support team by managing escalations, troubleshooting advanced issues, and maintaining seamless IT operations. While primarily remote, occasional on-site visits may be required. Candidates must reside within commuting distance of offices in Central Ohio, Central New York, or the Indianapolis Metro area. The role involves software installations, system diagnostics, and resolving connectivity issues, requiring strong problem-solving, customer service, and multitasking skills in a fast-paced environment.
Responsibilities
- Respond to requests for technical assistance via phone, chat, or email.
- Diagnose and resolve technical issues remotely, escalating to the Field Support or other IT teams as needed.
- Collaborate with the Field Support team to address escalated issues and ensure seamless handoffs for on-site troubleshooting.
- Provide occasional on-site support for tasks requiring additional physical presence.
- Document all customer interactions and resolutions in the ticketing system with accuracy and clarity.
- Provide proactive communication and updates to associates regarding the status of their requests.
- Manage IT assets and ensure proper deployment of software and updates across remote systems.
- Identify trends in support issues and recommend long-term solutions and system enhancements.
- Maintain and update the knowledge base by creating clear, concise documentation for common issues and solutions.
- Follow ITIL best practices and contribute to improving remote support processes.
- Support IT service continuity by participating in business continuity planning and testing.
Requirements
- Strong knowledge of Windows operating systems, Office 365, Azure AD, On-Prem Active Directory, and Windows 10/11.
- Proficiency with IT Service Management tools and ticketing systems.
- Experience in remote troubleshooting of hardware, software, and network issues.
- Excellent written and verbal communication skills.
- Ability to work collaboratively with the Field Support team and other IT teams in a customer-focused environment.
- Dedication to providing excellent customer service with empathy and professionalism.
- Strong ability to translate technical information into easy-to-understand language for non-technical users.
- Strong analytical and reasoning skills to diagnose and resolve complex technical problems remotely.
- Ability to recognize recurring issues and propose enhancements to improve system performance and end-user experience.
- Primarily remote role requiring prolonged periods of sitting and manual dexterity to operate a computer and other devices.
- Ability to occasionally lift and transport IT equipment during on-site visits.
Skills
- Windows operating systems
- Office 365
- Azure AD
- On-Prem Active Directory
- Windows 10/11
- IT Service Management tools
- Ticketing systems
- Remote troubleshooting
- Hardware troubleshooting
- Software troubleshooting
- Network troubleshooting
- Written communication
- Verbal communication
- Collaboration
- Customer service
- Problem-solving
- Analytical skills
- Reasoning skills
- Time management
Location
- Central Ohio
- Central New York
- Indianapolis Metro area
Work Type
- Remote
- On-site (occasional)
Benefits
- Comprehensive medical plans
- Dental plans
- Vision plans
- HSA / FSA
- 401(k) matching
- Employee Assistance Program (EAP)
About the Company
- U.S. Urology Partners is one of the nation’s largest independent providers of urology and related specialty services, including general urology, surgical procedures, advanced cancer treatment, and other ancillary services.
- With a network of more than 80 locations across seven states, U.S. Urology Partners continues to play a key role in advancing innovation and access to urological services.
- As a partner to independent, community-based urology practices, U.S. Urology Partners enables them to focus on delivering premier care to the patients they serve and is backed by leading global investor General Atlantic.
Equal Opportunity
- U.S. Urology Partners is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.
- Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.