IT Service Desk Tier 2 (Hybrid)

U.S. Urology Partners•Syracuse, NY

21h•Hybrid

About The Position

The IT Service Desk Support role provides remote technical support to more than 1,000 associates, resolving IT incidents and service requests. The position works closely with Field Support by managing escalations, troubleshooting advanced issues, and helping maintain seamless IT operations. It is primarily remote, with occasional on-site visits for specific technical needs or hands-on tasks. Candidates must live within normal commuting distance of offices in Central Ohio, Central New York, or the Indianapolis Metro area. The role involves software installations, system diagnostics, connectivity troubleshooting, and collaboration with IT colleagues to improve service delivery. It calls for strong problem-solving and customer-service skills, as well as the ability to manage multiple tasks in a fast-paced environment. The position also contributes to IT service continuity through business continuity planning and testing, and follows ITIL practices while helping improve remote support processes. U.S. Urology Partners describes its culture through the values Compassion, Collaboration, Respect, and Accountability. The company provides urology and related specialty services through a network of more than 80 locations across seven states.

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 troubleshooting hardware, software, and network issues remotely.
Excellent written and verbal communication skills.
Ability to collaborate with Field Support and other IT teams in a customer-focused environment.
Dedication to providing empathetic, professional customer service.
Ability to explain technical information clearly to non-technical users.
Strong analytical and reasoning skills for diagnosing and resolving complex technical problems remotely.
Ability to recognize recurring issues and propose improvements to system performance and the end-user experience.
Must reside within normal commuting distance of offices in Central Ohio, Central New York, or the Indianapolis Metro area.
Ability to occasionally lift and transport IT equipment during on-site visits.

Responsibilities

Respond to technical assistance requests by phone, chat, or email.
Diagnose and resolve technical issues remotely, escalating them to Field Support or other IT teams when needed.
Collaborate with Field Support on escalated issues and ensure effective handoffs for on-site troubleshooting.
Provide occasional on-site support for tasks requiring hands-on assistance.
Accurately document customer interactions and resolutions in the ticketing system.
Provide associates with proactive updates about the status of their requests.
Manage IT assets and ensure software and updates are properly deployed across remote systems.
Identify trends in support issues and recommend long-term solutions and system enhancements.
Create and maintain clear, concise knowledge-base documentation for common issues and solutions.
Follow ITIL best practices and contribute to improving remote support processes.
Participate in business continuity planning and testing to support IT service continuity.