IT Service Desk Specialist III

U.S. Urology Partners•Voorhees, NJ

2d•Remote

About The Position

The IT Service Desk Specialist III leads remote technical support for more than 1,000 associates, ensuring timely resolution of incidents and service requests. This service-oriented leadership role serves as an escalation point for complex technology issues and requires a strong technical background and understanding of ITIL and ITSM frameworks. The specialist mentors and empowers technical staff, promotes collaborative service delivery, and drives continuous improvement aligned with business goals and customer satisfaction metrics. The role supports ITIL-aligned incident, service request, problem, and change management processes; contributes to performance metrics and actionable improvement insights; and provides technical assistance by phone, chat, and email. It develops documentation and staff capabilities, conducts root cause analysis, collaborates with technical teams on lasting fixes, promotes automation and self-service, and coordinates outage communications. The position collaborates with the IT Service Delivery Manager to align service delivery with organizational goals. The position is primarily remote, with occasional travel for site visits. It may involve prolonged sitting, computer and device use, and occasionally lifting and transporting IT equipment. Flexible hours, including evenings and weekends, may be needed. U.S. Urology Partners describes itself as a large independent provider of urology and related specialty services, with more than 80 locations across seven states. The organization states that its core values are compassion, collaboration, respect, and accountability, and that it is an Equal Opportunity Employer.

Requirements

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 and fostering a customer-centric, service-oriented culture.
Ability to work flexible hours, including evenings and weekends, as needed.
Ability to sit for prolonged periods and use a computer and other devices; ability to occasionally lift and transport IT equipment during site visits.

Nice To Haves

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.

Responsibilities

Implement, manage, and support ITIL-aligned Incident, Service Request, Problem, and Change Management processes.
Contribute to service desk performance metrics, including SLAs, KPIs, first call resolution, ticket response and resolution times, and customer satisfaction; provide actionable insights for continuous improvement.
Respond to requests for technical assistance by phone, chat, or email.
Listen to user concerns, explain solutions clearly, and provide professional, courteous customer service.
Serve as the primary escalation point for complex or critical technical issues and coordinate resolution with end users or customers, internal teams, external vendors, and managers.
Develop and maintain knowledge base articles, workflows, and standard operating procedures.
Train and mentor Service Desk staff to support skill development and adherence to ITIL and ITSM best practices.
Drive continuous improvement initiatives using user feedback and performance data.
Conduct root cause analysis of recurring incidents and collaborate with infrastructure, application, and security teams on long-term fixes and preventative measures.
Promote automation and self-service tools to reduce manual work and improve service efficiency.
Collaborate with the IT Service Delivery Manager to align with service delivery goals.
Manage communication of outage and emergency activities to the organization where applicable.
Occasionally travel for site visits and lift or transport IT equipment during on-site visits, as needed.