Global Service Desk Specialist (Tier 2)

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.
Job Description
Summary
Under the direction of the IT Manager, the Global Service Desk Specialist (Tier 2) will provide technical and troubleshooting support to employees needing assistance with their computer hardware or software. This role is hybrid; however, the team would like you in the San Jose office for the first three months to ensure successful onboarding and to set you up for success!
Essential Duties and Responsibilities

• PC/Mac hardware installation & troubleshooting (Must know JAMF)
• 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 Help Desk 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 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, Word
• Keep peers and managers informed of trends, significant problems, and delays.
• Identify and escalate client issues requiring procedures, standards, and systems changes.
• 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 depending on business needs.

Supervisory Responsibilities
None
Qualifications Expected for Position

• You possess a Bachelor's degree in a STEM field - years of relevant work experience may be substituted.
• You have 2-6 years of experience working within a Help Desk, Call Center, or NOC environment.
• Sound understanding of IT Ticketing Systems like JIRA and ServiceNow.
• You can 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 (JAMF)
  • Active Directory user administration.
  • Remote access technologies (VPN, SSO).
  • Automated application deployment (a plus).
  • Microsoft certifications are a plus.
  • Disk-level imaging solutions.
  • Strong troubleshooting and research skills - highly curious in nature.
  • Excellent verbal and written communication skills.

The pay range for this position is $33.00 - $40.00 per hour. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2023. Total compensation is based on several factors, including, but not limited to, type of position, location, education level, work experience, and certifications. This information applies 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.
Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health's Notice of Privacy Practices for U.S. Employees' Personal information is available at this link.