Global Service Desk Specialist II.
4 weeks ago
Under the direction of the IT Manager, the GSD will provide technical and troubleshooting support to employees in need of assistance with their computer hardware or software.Essential Duties and ResponsibilitiesPC/Mac hardware installation & troubleshooting
Desktop software installation and troubleshooting for local and remote users
Provide Desktop support and problem solving to end-users
Tracking of hardware and software additions/changes
Create / Update FAQ’s and other technical documentation
Participate in creation and editing of IT Support Standard Operating Procedures
Provide escalation support for Helpdesk Technicians
Set up, support, and maintain in-house/remote computer systems, desktops, laptops, mobile devices and peripherals.
Communicate the issue statuses and resolutions to stakeholders in a timely manner.
Log issues and resolutions in the tracking system, following up with users to ensure problems were fixed properly.
Ensure accurate documentation of resolution information in the IT Technical Support knowledge management database.
Provide user support for Microsoft Office products including Outlook, Teams, Excel, Word
Keep peers and manager informed of trends, significant problems and delays.
Identify and escalate client issues which may require changes to procedures, standards and systems.
Participate in after hours and weekend coverage as needed.
Perform other related duties as requested.
The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.Supervisory ResponsibilitiesNoQualifications Expected for PositionBachelor’s degree in a STEM field required (years of relevant work experience may be substituted).
1-6 years’ experience working within a Help Desk, Call Center or NOC environment.
Understanding of IT Ticketing Systems.
Able to work independently as well as in a team.
Excellent customer service, organizational and prioritizing skills.
Knowledge of:PC/Mac configuration, general network operating systems and network topologies/protocols.Windows operating systems and Microsoft Office products.Mac OS.Active Directory user administration.Remote access technologies (VPN, SSO).Automated application deployment (a plus).Microsoft certifications a plus.Disk level imaging solutions.
Strong troubleshooting and research skills – highly curious in nature.
Excellent verbal and written communication skills.
Required license or credential needed to perform job:The above qualifications, knowledge, experience, and/or background are expected but not required for this role.Work EnvironmentHybrid (Office & Remote)Travel:Travel percentage reflects an estimate and is subject to change dependent on business needs.Physical RequirementsTo perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Teladoc Health will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual in line with company policy.About UsTeladoc Health is the global virtual care leader, offering the only comprehensive virtual care solution spanning telehealth, expert medical, and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence.Job Description AcknowledgmentThis job description is a general overview of nature and level of work performed by employees with this job designation It is not intended to be a comprehensive list of all duties, responsibilities and qualifications required of this position. Management reserves the right to add, delete, and/or modify any of the job duties or requirements at any time. I acknowledge that I have read and understand the above job description. By signing this job description, I understand the duties that are expected of me.Why Join Teladoc Health?
A New Category in Healthcare:Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.Focus on PEOPLE:Teladoc Health has been recognized as a top employerby numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.Diversity and Inclusion:At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.Growth and Innovation:We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.
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