Service Desk Engineer II - Atlanta
Overview:
The Service Desk Engineer II will provide outstanding, professional, and courteous onsite technical support to medical and office staff via walk-up and submitted tickets while working from our Atlanta clinic and pharmacy. This position will also be part of the larger Service Desk team that handles call-ins, remote sessions, live chats, and service tickets to the company's internal customers at all levels.This will include providing procurement, asset management and provisioning of devices.
This is an "onsite" position based out of Atlanta (2140 Peachtree Rd.)
Work schedule is Mon. through Fri. from 8am to 5pm EST
About the Role:
- Provides Windows 11 and Microsoft 365 support at Journey-Level or higher
- Troubleshoots and resolves hardware/software issues (Microsoft 365, Windows OS, RingCentral, printers, scanners)
- Documents actions in Avita Service Connect ticketing system and meets the company response time metrics
- Responds to employee incidents/requests via phone and tickets
- Determines the best solution based on the issue and details provided by customers
- Communicates technical issues and solutions in non-technical language for customers
- Follows up on requests and ensures timely resolution
- Sets realistic expectations for customers based on department service level objectives
- Transfers unresolved issues or escalates to the appropriate level of support upon completion of their shift
- Participates in/helps lead technical projects under manager guidance or other team members
- Collaborates with other service desk engineers with complex issues
- Ensures readiness of equipment at Atlanta location for immediate use
- Maintains accurate data in IT Asset Management for IT support tickets and projects
- Provides asset management duties as needed
- Completes assigned learning modules to stay current with new technologies and trends
- Travels as needed to Avita Care Solutions’ locations to provide on-site support and company activities
About You:
- Associate's degree (or higher) in Computer Science or closely related field of study preferred
- 2-4 years of Call Center experience preferred
- 4+ years of experience providing direct customer service at Tier 2 level; two of which must have been during the last five years
- 2+ years of experience in an IT Service Desk lead role preferred
- 3+ years supporting pharmacy operations and/or at other healthcare institutions is desired
- 3+ years of IT asset tracking
- 1+ years of IT asset management
- Experience with Azure preferred
- Strong knowledge and experience with Microsoft 365 and Active Directory
- Basic knowledge of ITIL concepts and strong knowledge of comprehensive IT support
- ITIL Foundation Certification preferred
- Previous corporate/C-Suite support experience is required
- Previous corporate asset management experience preferred
- Self-starter with a strong customer service mindset is the key to succeeding in this role.
- Excellent verbal and written communication skills
- Exceptional listening, problem-solving, negotiation, analytical, and critical thinking skills
- Customer-focused with a passion and drive for customer satisfaction and delivering business value
- Comfortable leading one-on-one trainings as well as leading medium to large group presentations
- Availability Monday through Friday, 8 AM – 5 PM EST(onsite, No Remote)
- Some weekend/after-hours work may be necessary for various projects
- Travel up to 10% of time to support company activities nationwide
Avita is a proud member of the U.S. Business Action to End HIV and has been recognized multiple times by the Human Rights Campaign Foundation as a Best Place to Work for LGBTQ+ Equality.
Avita is an Equal Opportunity Employer dedicated to building a diverse, inclusive, and authentic workplace. We welcome everyone by recruiting, hiring, and promoting individuals without regard to their sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, veteran status, or any other status protected by applicable law.Avita also provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws.
Pay range: $54,000- $69,000 annual salary, based on credentials and geographic location.
Avita Care Solutions offers a comprehensive benefits package:
Healthcare benefits (medical, dental, vision) for eligible team members and their families, along with additional company paid and voluntary benefit offerings.
Six company paid holidays and three personal floating holidays, paid time off (PTO), paid leaves - two weeks paid parental leave, bereavement, sick leave, time to vote and jury duty, award recognition program, professional learning and development opportunities.
Company paid benefits – basic life and AD&D, Maven and Health Care Advocate Work/Life Balance Program, health/dependent flexible spending.
Voluntary benefits – long and short-term disability, pet insurance, legal, accident, hospital indemnity, critical illness, whole and supplementary life insurance, identity theft protection, 401(K) retirement savings plan with company match.
All benefits are subject to the applicable plan terms.