IT Service Desk Specialist II

The Aspen Group, Inc. (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S., supporting20,000 healthcare professionals and team members at more than 1,400 health and wellness offices across 46 states in three distinct categories: Dental care, urgent care, veterinarian, and medical aesthetics. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of Five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Lovet Pet Care, and Chapter Aesthetic Studio. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.

We are currently looking for an IT Service Desk Specialist II who will provide reliable, high-quality IT support services.

The experienced service desk candidate for this position is a reliable, adaptable, thought-leading IT desktop support professional capable of maintaining high work standards while independently managing their work. The candidate will also cultivate customer service excellence approach, developing relationships focused on collaboration and will have direct communication with end users, Aspen Executives, and peers. This position also will work as needed with several other initiatives, including assisting with projects, interacting with diverse technologies, and partnering with stakeholders in other departments.

Responsibilities

• Independently troubleshoots and resolves incidents

• Escalates problems/incidents to Subject Matter Expert (SME) Assignment Groups (Systems & Network Analysts, Developers/Analysts, Imaging Modality)

• Ensures thorough and accurate documentation of the incident is received from the 1st level agents and/or callers directly

• Documents the resolution of the incident

• Works with knowledge management process to capture the resolution in the customer support knowledge base for future use by 1st level agents (Coach first level agents as needed)

• Strives to achieve defined performance metrics and key target service levels for timely resolution of escalated incidents and overall customer satisfaction.

• Participates in special projects related to the IT support function

• Provides input regarding call patterns and trends to identify possible root causes/service outages and report as needed

• Communicates status of escalated incidents directly to key customers as needed

• Manage ServiceNow Self-Service incidents and tasks

Preferred Experience

• Associates Degree in Computer Science or relevant field or commiserate experience as a Desktop Support Technician/Engineer, or similar role.

• 3+ Years Hands-on, Collaborative working style with a service driven mindset required.

• Good organization and problem-solving skills needed.

• Ability operating, installing, and troubleshooting computer hardware, including peripherals.

• Knowledge of modern ticketing systems, such as ServiceNow, needed.

• Skill with supporting operating systems, including Windows 10/11, Active Directory, iOS, and Mac OS.

• Experience providing desktop support in an enterprise environment preferred.

• Experience working with remote physical locations and using remote access software, like Bomgar preferred.

• Technical writing experience is a plus.

• Some familiarity with mobile device operation, Audio/Video technologies, and networking is preferred

Pay Range & Benefits: $23-$27/hour, along with a comprehensive benefits package including paid time off, medical, dental, vision, and a 401(k) plan with company match.

• Schedule: Monday-Friday, 7:30 AM - 4:30 PM EST

• Location: Remote, Chicago, IL, or Syracuse, NY