Specialist, Technical Support

Mosaic Health • Austin, TX

6d • $24 - $36

About The Position

The IT Service Desk Specialist III provides proficient Tier 1 through Tier 3 service desk support across a broad range of technical categories. Working under general supervision, the specialist manages service desk responsibilities with competence and reliability, handles complex incidents, and serves as a technical reference and escalation resource for the service desk team. The role contributes to knowledge management, quality improvement, and the development of junior staff.

Requirements

• Must possess a valid state driver's license and maintain a clean driving record to operate a company vehicle.

Responsibilities

• Handle Tier 1 through Tier 3 tickets across hardware, software, network, and application support categories.
• Serve as a technical escalation point for complex incidents, guiding resolution and coordinating with second-line teams.
• Develop and maintain knowledge base articles, resolution guides, and escalation procedures.
• Assist in onboarding and training new service desk staff, sharing technical knowledge and procedural expertise.
• Identify recurring incident patterns and recommend systemic improvements to reduce ticket volume and resolution time.
• Contribute to service desk quality assurance activities by reviewing ticket quality and providing peer feedback.
• Support after-hours and on-call coverage as part of operational staffing requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed