Global Service Desk Specialist Ii

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you're empowered to show up every day as your most authentic self and be a part of something bigger - thriving both personally and professionally. Together, let's empower people everywhere to live their healthiest lives.
Summary of Position
As a Global Service Desk Specialist II, you will be instrumental in providing technical and troubleshooting support to employees who need assistance with their computer hardware or software. We are seeking a passionate individual who is deeply invested in our mission, product, and success. At Teladoc, you will be part of a remarkable team that is committed to delivering exceptional service and having fun while doing so!
Essential Duties and Responsibilities

• PC 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 FAQs and other technical documentation.
• Participate in the creation and editing of IT Support Standard Operating Procedures.
• Provide escalation support for Helpdesk Technicians.
• Set up, support, and maintain in-house computer systems, desktops, laptops, mobile devices, and peripherals.
• Communicate the issue statuses and resolutions to stakeholders promptly.
• Log issues and resolutions in the tracking system, following up with users to ensure problems were correctly fixed.
• 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, and Word.
• Keep peers and managers informed of trends, significant problems, and delays.
• Identify and escalate client issues that may require procedures, standards, and systems changes.
• Work in a 24/7 environment - this position requires someone who can come in early, stay late, and assist on weekends as the business needs.
• Participate in an On-Call rotation, which requires after-hours and weekend coverage.
• Perform other related duties as requested.

Qualifications Expected for Position

• Bachelor's degree in a STEM field required (years of relevant work experience may be substituted)
• 3-6 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 configuration, general network operating systems, and network topologies/protocols
  • Windows operating systems and Microsoft Office products o, Microsoft 365, Azure AD
  • Active Directory user administration
  • Remote access technologies (VPN, MyApps)
  • Automated application deployment (a plus)
  • Mobile Device Management
• Microsoft certifications are a plus
• End User Training a plus
• Disk-level imaging solutions
• Strong troubleshooting and research skills - highly curious in nature
• Excellent verbal and written communication skills

Physical Requirements
To 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 Us
Teladoc 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.
The base salary range for this position is $33.00 -36.00 hourlyIn addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2024. Total compensation is based on several factors, including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable to all full-time positions.
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 employer by 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.
As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.