Senior Service Desk Engineer II

Overview

At Medical Solutions, we’re people who care, helping people who care. No matter how you look at it, there’s a whole lot of care going on in our world and that’s just the way we like it.

What do we do? Medical Solutions is one of the nation’s largest providers of total workforce solutions in the healthcare industry, connecting nurses and allied health clinicians with hospitals and healthcare systems across the country and around the corner. Through our family of brands, we also serve a segment of clients outside of the healthcare space. And we’re the very best at what we do.

You’ll love our culture that’s filled with heart and soul. As a company and employer, we’re sincerely and unabashedly us. We lead as humans first and believe the unique qualities of each team member make us better together. We share a purpose for helping others and the drive to make a difference. And we offer endless opportunities for personal and professional growth, throughout your career.

At Medical Solutions, you’ll find a great place to work and a career home. We’ve received Best Places to Work awards, landed top industry awards, and received accolades for the impact we’ve made in business and within our community.

But the only way to really get to know us, is to join us. We think you’ll fit right in.

Sr. Service Desk Engineer – Job Description

The Senior Service Desk Analyst is a key role overseeing the effectiveness of Service Desk knowledge and skills, ensuring that consistency and quality is maintained and that service targets are met.

Responsibilities

• Coach, train and mentor team members while looking for ways to improve team maturity.
• Expert knowledge of ITIL processes
• Effectively communicate with peers and other teams to report and resolve hardware, software, and operational issues
• Embraces a servant leader mindset
• Stands as an example of our core values everyday
• Ability to adapt to and manage change
• Calming influence under pressure
• Serves as a motivational influence
• Remains patient and helpful when stressed
• Shows empathy to others
• Interested in business outcomes
• Strong project management abilities
• Ability to effectively communicate and escalate incidents
• Expert level of trouble shooting and documentation

Qualifications

• Ability to effectively communicate and escalate incidents with other tech partners
• Expert level of trouble shooting and documentation
• Must be able to gather appropriate information to diagnose multi-disciplinary problems, solve if possible or escalate to appropriate resources
• Participate with third-party vendors to help clients drive problems to resolution. Exhibit ownership of assigned issues, take initiative to claim open issues, and advocate on clients’ behalf for issues to reach resolution
• Advanced knowledge of tech infrastructure and application stack
• Expert knowledge of identity and access management
• 5 years for Desktop support or Service Desk

Preferences:

• Staffing Industry experience
• Medical field or terminology background
• Delivery of IT support services within higher education institutions
• ITIL Foundation or higher
• Experience of utilizing knowledge management processes or tools
• Knowledge and experience of best practice in customer service and/or IT service management
• ITIL Foundation or higher

Some of the benefits we offer…

• Insurance: Day 1 benefits (health, dental, vision, 401(k) employer match after 6 months and 500 hours of employment and company-paid life insurance; short and long-term disability; supplemental life insurance for yourself, spouse & child(ren); and multiple voluntary benefits
• Remote work option – we’re where you are!
• Flexible PTO (PT-Oh!)
• Flexible schedules
• Award-winning training program
• Connectivity stipend
• Competitive compensation as part of our total rewards package
• Opportunity for additional/bonus compensation through individual and company performance targets determined by the Company at its discretion
• (8) paid Holidays
• Paid parental leave
• Employee Assistance Program (EAP)

Why us?

• We live our Values in all we do
• Commitment to diversity, equity, and inclusion
• Focus on total wellbeing
• Employee Experience Team that provides perks in-office and virtually
• Relaxed culture and casual dress (t-shirts and flip-flops welcome!)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Learn more about Medical Solutions and what it’s like to be part of our team. Check out our Careers website, https://www.thebestjobieverhad.com.

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Pay Range

Salary : $65,000 - $75,000