Summary:In this role, you will provide Service Desk support for internal customers by troubleshooting escalated incidents and service requests, resolving moderately complex technical issues, and ensuring a high-quality support experience. You will work within established service management processes, document resolutions, collaborate with resolver teams when needed, and help identify opportunities to improve support procedures and knowledge content.
Responsibilities: - Provide support for escalated incidents and service requests from the Service Desk.
- Troubleshoot and resolve moderately complex hardware, software, access, network, and application-related issues using documented procedures and approved tools.
- Accurately document troubleshooting steps, customer communications, resolutions, and follow-up actions in the ticketing system.
- Manage assigned tickets to meet service level expectations, including proper prioritization, timely updates, and appropriate escalation when needed.
- Perform user account, access, and permissions support in accordance with security policies and standard operating procedures.
- Collaborate with Service Desk agents, application teams, infrastructure teams, and other resolver groups to drive timely issue resolution.
- Identify recurring issues, trends, and knowledge gaps and recommend improvements to knowledge articles, support processes, or escalation procedures.
- Support onboarding, device setup, software installation, troubleshooting, and basic endpoint configuration activities as needed.
- Maintain a customer-focused approach while communicating technical information clearly to both technical and non-technical users.
- Follow established incident, request, change, asset, and knowledge management processes.
Qualifications:- Relevant degree, technical certification, or equivalent work experience preferred.
- 2 or more years of experience in IT support, Service Desk, desktop support, or a related technical support role.
- Tier 3 level troubleshooting experience preferred.
- Experience with an enterprise application environment.
- Working knowledge of Windows operating systems, Microsoft 365, endpoint devices, remote support tools, and common enterprise applications.
- Experience with ticketing systems and IT service management processes, including incident, request, knowledge, and escalation management.
- Understanding of user access management, multifactor authentication, password resets, and permissions troubleshooting.
- Ability to analyze issues, identify root causes, and apply documented solutions or sound troubleshooting practices.
- Strong verbal and written communication skills with commitment to customer service.
- Ability to work independently, manage multiple priorities, and collaborate effectively with cross-functional IT teams.
Estimated Hiring Range:At Vizient, we consider skills, experience, and organizational needs in our compensation approach. Geographic factors may adjust the range estimate and hires typically fall below the top range. Compensation decisions are tailored to individual circumstances. The current salary range for this role is $59,600.00 to $101,200.00.
This position is also incentive eligible.
Vizient has a comprehensive benefits plan! Please view our benefits here:
http://www.vizientinc.com/about-us/careers
