Global Service Desk Specialist II
About The Position
Teladoc Health is the global virtual care leader, offering the only comprehensive virtual care solution spanning telehealth, expert medical, and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence. We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Teladoc Health. Above all, Employees will be provided the same concern, respect, values and caring attitude within the organization that they are expected to share with our clients. Position Summary Under the direction of the Manager, Global Service Desk, the Global Service Desk Specialist II will provide technical and troubleshooting support to employees in need of assistance with their computer hardware or software. We’re looking for someone who cares and wants to be involved in our product, mission, and success - way beyond checking off tasks. And of course, at Teladoc you will enjoy true teamwork and lots of fun!
Requirements
- Bachelor’s degree in a STEM field required (years of relevant work experience may be substituted)
- 3-6 years’ experience working within a Service Desk, Call Center or NOC environment
- Understanding of IT Ticketing Systems
- Able to work independently as well as in a team
- Excellent customer service, organizational and prioritizing skills
- Excellent verbal and written communication skills
Nice To Haves
- Knowledge of: PC/Mac configuration, general network operating systems and network topologies/protocols
- Windows operating systems and Microsoft Office products
- Microsoft 365, Azure/Entra AD Entra Active Directory user administration
- Remote access technologies (VPN, SSO)
- Automated application deployment (a plus)
- Mobile Device Management
- Microsoft certifications are a plus
- End User Training a plus
- Disk level imaging solutions
- Strong troubleshooting and research skills – highly curious in nature
Responsibilities
- Work on-site at the Jacksonville, FL office
- Provide white-glove, high-touch technical support to C-suite executives and CEO, ensuring rapid resolution with minimal business disruption
- Act as the primary escalation point for executive-level issues and support escalations from Global Service Desk technicians
- Maintain strict confidentiality when handling sensitive executive data, communications, and devices
- Coordinate and support executive meetings, presentations, and conference room technology
- Deliver proactive device monitoring and readiness for executive endpoints
- Provide on-site and remote VIP support, including off-hours assistance aligned with executive schedules
- Provide end-user support for Windows/Mac systems, software, and Microsoft Office applications
- Track and manage hardware/software inventory and lifecycle changes
- Create and maintain technical documentation, SOPs, and knowledge base articles
- Communicate issue status, resolutions, and trends to stakeholders and leadership
- Identify and escalate systemic issues requiring process or system improvements
- Participate in a 24x7 support model, including on-call rotation and after-hours support
- Perform other related duties as assigned
Benefits
- In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here : Teladoc Health Benefits 2026
- During your first year of service, you will accrue 5.84 hours of PTO for each bi-weekly pay period.
- In addition, you will receive 80 hours of Paid Sick, Safe, and Caregiver Leave annually.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
