IT Service Desk Specialist III

U.S. Urology Partners

IT Service Desk Specialist managing ITIL-aligned service desk processes for U.S. urology providers.

Posted 6/26/2026full-timeRemote • 🇺🇸 United StatesSeniorLeadWebsite

Tech Stack

Tools & technologies

ITSMServiceNowVoIP

About the role

Key responsibilities & impact

Implement, manage and support ITIL-aligned processes including Incident, Service Requests, Problem, and Change Management
Contribute to the development of service desk performance metrics (e.g. SLAs, KPIs, first call resolution, ticket response times, ticket resolution times, customer satisfaction) and provide actionable insights for continuous improvement
Respond to requests for technical assistance via phone, chat, or email
Provide excellent customer service by actively listening to user concerns, clearly explaining solutions, and maintaining a professional and courteous demeanor
Act as the primary escalation point for complex or critical technical issues and coordinate resolution efforts with end users / customers, internal teams, external vendors, and managers for timely resolution
Develop and maintain documentation such as knowledge base articles, workflows, and standard operating procedures
Conduct regular training and mentoring sessions for Service Desk staff to ensure skill development and adherence to ITIL / ITSM best practices
Drive continuous improvement initiatives, leveraging user feedback and performance data to enhance service delivery
Conduct thorough Root Cause Analysis for 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 enhance service efficiency
Collaborate with the IT Service Delivery Manager to ensure alignment with overall service delivery goals
Manage process for communicating outage/emergency activities to the organization where applicable.

Requirements

What you’ll need

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
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, fostering a customer-centric and service-oriented culture.

Benefits

Comp & perks

Beyond competitive compensation, our well-rounded benefits package includes a range of comprehensive medical, dental and vision plans
HSA / FSA
401(k) matching
an Employee Assistance Program (EAP) and more.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ITILITSMRoot Cause AnalysisService DeskWindows OSMicrosoft ExchangeOffice 365Active DirectoryVOIP solutionsnetworking fundamentals

Soft Skills

problem-solvingcommunicationanalyticalinterpersonalattention to detailcustomer-centricservice-orientedmentoringcollaborationcontinuous improvement

Certifications

Bachelor's degree in Information TechnologyBachelor's degree in Computer ScienceITIL certification