Senior Service Desk Technician Full Time

Job Summary:

The Senior Service Desk Technician’s role is to serve as the escalation point for complex technical issues that frontline service desk staff cannot resolve, ensuring end users can accomplish business and clinical tasks with minimal disruption. This role independently diagnoses and resolves advanced hardware, software, application, network, and access problems, owns incidents through root cause and final resolution, and contributes to IT projects and security operations. The Senior Service Desk Technician also provides technical guidance to frontline service desk staff and helps mature the team's documentation, technical troubleshooting skills and escalation processes.

Essential Functions:

• Serve as the primary escalation point for Level 2 and Level 3 problems, independently resolving issues that exceed frontline scope.
• Diagnose and resolve advanced hardware, operating system, application, endpoint, identity and access, and network connectivity problems through to root cause.
• Contribute to and, where assigned, IT projects such as deployments, migrations, upgrades, audits, and rollouts.
• Provide technical guidance and knowledge transfer to frontline service desk staff; author and maintain knowledge base articles and runbooks.
• Record, track, and document escalated work through to final resolution, including successful and unsuccessful actions taken.
• Test and validate fixes, perform post-resolution follow up, and identify recurring issues for permanent remediation.
• Provide frontline phone and email coverage as needed to support team demand, with advanced troubleshooting and project work as the primary focus.
• Identify and maintain proficiency in the software, hardware, and systems supported by the organization.
• Other duties as assigned.

Behavioral Standards:

• Exhibits customer and service-oriented behaviors in everyday work interactions.
• Demonstrates a courteous and respectful attitude to internal workforce and external customers.
• Takes ownership of difficult problems and follows them through to resolution without prompting.

Communication/Knowledge:

• Provides accurate and timely written and verbal communication of information in a manner that is understood by all.
• Able to listen, understand, problem-solve, and carry-out duties to ensure the optimal outcome.
• Advanced knowledge of computer hardware, operating systems, and common enterprise applications.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Able to use IT systems in an accurate and proficient manner.

Collaboration/Teamwork:

• Contributes toward effective, positive working relationships with internal and external colleagues.
• Demonstrates cooperation, flexibility, reliability, and dependability in all daily work activities and a willingness to collaborate with others for the good of the customer and the organization.
• Acts as a resource for frontline staff, reinforcing consistent escalation and documentation practices.

Qualifications/Experience:

• Prefer at least three (3) plus years of current experience in a healthcare setting, or other HIPAA-regulated healthcare setting.
• Advanced knowledge of computer hardware, operating systems, and enterprise applications, required.