IT Service Desk Specialist III

U.S. Urology Partners•Indianapolis, IN

4d•Remote

About The Position

The IT Service Desk Specialist III provides and leads remote technical support for more than 1,000 associates, ensuring timely resolution of incidents and service requests. This leadership role calls for a service-oriented professional with a strong technical background and deep understanding of ITIL and ITSM frameworks. The Specialist serves as an escalation point for technology-related processes, applications, and devices, and mentors technical resources to foster collaborative, efficient service delivery and continuous improvement aligned with business goals and customer satisfaction metrics. The role supports ITIL-aligned service management, develops performance metrics and actionable improvement insights, handles technical assistance requests through phone, chat, and email, and coordinates resolution of complex or critical issues. It also maintains service documentation, trains and mentors Service Desk staff, performs root cause analysis, promotes automation and self-service, collaborates with technical teams and the IT Service Delivery Manager, and communicates outage or emergency activities when applicable. The position is primarily remote, may require occasional travel for site visits, and may involve flexible hours including evenings and weekends as needed. The company describes itself as one of the nation’s largest independent providers of urology and related specialty services, with more than 80 locations across seven states. Its stated core values are Compassion, Collaboration, Respect, and Accountability.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
A 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 manual dexterity to operate a computer and other devices.
Ability to occasionally lift and transport IT equipment during on-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 via phone, chat, or email.
Provide excellent customer service by listening to user concerns, explaining solutions clearly, and maintaining a professional and courteous demeanor.
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.
Conduct regular training and mentoring for 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 to identify and address systemic issues.
Collaborate with infrastructure, application, and security teams to implement long-term fixes and preventative measures.
Promote automation and self-service tools to reduce manual workload and improve service efficiency.
Collaborate with the IT Service Delivery Manager to align with overall service delivery goals.
Manage communication of outage and emergency activities to the organization where applicable.
Travel occasionally for site visits and, during on-site visits, lift and transport IT equipment as needed.