Service Desk Engineer II

Avita Care Solutions • Atlanta, GA

7h • Onsite

About The Position

The Service Desk Engineer II provides professional and courteous technical support to Avita employees and affiliates by responding to and resolving requests concerning network, hardware, and software issues. This is an "onsite" position based out of Atlanta (2140 Peachtree Rd.). The work schedule is Mon. through Fri. from 8:30am to 5:30pm EST. The role involves performing Microsoft Windows 11 (or higher) and basic Microsoft 365 support at the Journey-Level or higher. Independently troubleshoots, diagnoses, and resolves technical hardware and/or software issues including but not limited to Microsoft 365, Windows operating system computers, RingCentral UCaaS telephony, printers and scanners. Troubleshoots identity and access issues (Entra ID/Active Directory, MFA) and identifies and escalates potential security incidents in accordance with policy. Continuously and timely documents all actions taken to address customers’ issues in the Avita Service Connect ticketing system and meets defined service desk KPIs, including SLA compliance, first-contact resolution, and CSAT, while maintaining ticket quality to documentation standards. Creates and maintains knowledge base articles and troubleshooting guides to support consistent, team-wide issue resolution. Serves the company’s employees through answering phone calls and submitted tickets for incidents and/or requests. Determines the best solution based on the issue and details provided by customers. Will clearly walk the customer through the problem-solving process using language that avoids technical jargon or requires advanced IT troubleshooting knowledge. Follows up on outstanding requests and ensures timely resolution. Sets realistic and timely expectations with customers for the resolution of requests and issues based upon department service level objectives. Ensures that unresolved issues are seamlessly transferred to the assigned Service Desk staff upon the completion of their shift or escalated to the appropriate level of support according to documented escalation matrix. Adheres to and supports IT change management processes. Provides exceptional customer service by clearly and concisely communicating technical issues to non-technical customers. Participates in and may lead technical work efforts and/or projects under direct guidance of manager or other EUC Engineers (L2/L3). Aids other service desk engineers to troubleshoot more complex issues as needed. Travel up to 10% to other pharmacy locations. Assists the IT Asset Management Administrator with warehouse and stockroom upkeep — receiving and stocking incoming hardware, supporting periodic inventory/cycle counts, and helping keep physical stock reconciled in the IT Asset Management platform and ready for deployment. Proactively ensures that equipment kept at the Atlanta location is ready for use and immediate deployment. Ensures that the IT Asset Management platform is maintained with accurate data when working with company hardware for IT Support tickets and proactive, project-based work. Provides asset management duties as needed. Assists the IT Asset Management Administrator with IT Asset Disposition (ITAD) — preparing retired hardware for disposal, supporting secure data sanitization, and helping maintain chain-of-custody and disposal records in accordance with company and regulatory data-security requirements. Completes assigned learning modules and proactively works to grow their knowledge of new and developing technologies and trends, including the use of AI tools such as Microsoft Copilot to improve troubleshooting and documentation efficiency.

Requirements

• 4+ years of experience providing direct customer service at Tier 1 and/or Tier 2 level; 2 years of which must have been in the last 5 years
• Journey level hardware/device and software hands-on knowledge
• Journey-level troubleshooting skills
• Excellent written and verbal communication skills
• Exceptional listening, problem-solving, negotiation, analytical, and critical thinking skills
• Availability Monday through Friday, 8:30 AM – 5:30 PM EST
• Basic knowledge of ITIL concepts and strong knowledge of comprehensive IT support
• Strong knowledge and experience with Microsoft 365 and Active Directory
• Working knowledge of HIPAA/PHI handling and data-security practices when servicing, provisioning, and disposing of devices.
• Comfortable leading one-on-one trainings as well as leading medium to large group presentations

Nice To Haves

• Associates degree (or higher) in Computer Science or closely related field of study preferred
• 2 - 4 years call center experience preferred
• ITIL Foundation Certification preferred
• 2+ years of experience in an IT Service Desk lead role preferred
• Three or more years supporting pharmacy operations and/or at other healthcare institutions is desired
• Previous corporate experience providing asset management experience is desired.
• Familiarity supporting IT asset inventory and IT asset disposition (ITAD) processes is a plus
• Customer-focused with a passion and drive for customer satisfaction and delivering business value

Responsibilities

• Performs Microsoft Windows 11 (or higher) and basic Microsoft 365 support at the Journey-Level or higher.
• Independently troubleshoots, diagnoses, and resolves technical hardware and/or software issues including but not limited to Microsoft 365, Windows operating system computers, RingCentral UCaaS telephony, printers and scanners.
• Troubleshoots identity and access issues (Entra ID/Active Directory, MFA) and identifies and escalates potential security incidents in accordance with policy.
• Continuously and timely documents all actions taken to address customers’ issues in the Avita Service Connect ticketing system and meets defined service desk KPIs, including SLA compliance, first-contact resolution, and CSAT, while maintaining ticket quality to documentation standards.
• Creates and maintains knowledge base articles and troubleshooting guides to support consistent, team-wide issue resolution.
• Serves the company’s employees through answering phone calls and submitted tickets for incidents and/or requests.
• Determines the best solution based on the issue and details provided by customers.
• Clearly walks the customer through the problem-solving process using language that avoids technical jargon or requires advanced IT troubleshooting knowledge.
• Follows up on outstanding requests and ensures timely resolution.
• Sets realistic and timely expectations with customers for the resolution of requests and issues based upon department service level objectives.
• Ensures that unresolved issues are seamlessly transferred to the assigned Service Desk staff upon the completion of their shift or escalated to the appropriate level of support according to documented escalation matrix.
• Adheres to and supports IT change management processes.
• Provides exceptional customer service by clearly and concisely communicating technical issues to non-technical customers.
• Participates in and may lead technical work efforts and/or projects under direct guidance of manager or other EUC Engineers (L2/L3).
• Aids other service desk engineers to troubleshoot more complex issues as needed.
• Assists the IT Asset Management Administrator with warehouse and stockroom upkeep — receiving and stocking incoming hardware, supporting periodic inventory/cycle counts, and helping keep physical stock reconciled in the IT Asset Management platform and ready for deployment.
• Proactively ensures that equipment kept at the Atlanta location is ready for use and immediate deployment.
• Ensures that the IT Asset Management platform is maintained with accurate data when working with company hardware for IT Support tickets and proactive, project-based work.
• Provides asset management duties as needed.
• Assists the IT Asset Management Administrator with IT Asset Disposition (ITAD) — preparing retired hardware for disposal, supporting secure data sanitization, and helping maintain chain-of-custody and disposal records in accordance with company and regulatory data-security requirements.
• Completes assigned learning modules and proactively works to grow their knowledge of new and developing technologies and trends, including the use of AI tools such as Microsoft Copilot to improve troubleshooting and documentation efficiency.

Benefits

• Healthcare benefits (medical, dental, vision) for eligible team members and their families, along with additional company paid and voluntary benefit offerings.
• Six company paid holidays and three personal floating holidays, paid time off (PTO), paid leaves - two weeks paid parental leave, bereavement, sick leave, time to vote and jury duty, award recognition program, professional learning and development opportunities.
• Company paid benefits – basic life and AD&D, Maven and Health Care Advocate Work/Life Balance Program, health/dependent flexible spending.
• Voluntary benefits – long and short-term disability, pet insurance, legal, accident, hospital indemnity, critical illness, whole and supplementary life insurance, identity theft protection, 401(K) retirement savings plan with company match.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree