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 location at the Jacksonville, FL office
- Windows and Mac hardware installation & troubleshooting
- Desktop software installation and troubleshooting for local and remote users
- Provide desktop support and problem solving to end-users
- Tracking of hardware and software additions/changes
- Create / Update FAQ’s and other technical documentation
- Participating in creation and editing of GSD Support Standard Operating Procedures
- Provide escalation support for Global Service Desk Technicians
- Set up, support, and maintain in-house computer systems, desktops, laptops, mobile devices and peripherals
- Communicate the issue statuses and resolutions to stakeholders in a timely manner
- Log issues and resolutions in the tracking system, following up with users to ensure problems were fixed properly
- Ensure accurate documentation of resolution information in the GSD Technical Support knowledge management database
- Provide user support for Microsoft Office products including Outlook, Teams, Excel, & Word
- Keep peers and managers informed of trends, significant problems and delays
- Identify and escalate client issues which may require changes to procedures, standards and systems
- Work in a 24X7 environment - this position requires someone who can come in early, stay late and assist on weekends as the business requires
- Participate in an On-Call rotation which requires after-hours and weekend coverage
- Perform other related duties as requested.
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
