Service Desk Engineer II

The Service Desk Engineer II will provide outstanding, professional, and courteous onsite and remote technical support to all Avita staff. This position will also be part of the larger fast paced 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 advanced troubleshooting skills, procurement, asset management, and device provisioning.

This is a "hybrid" position that will require travel to our Lexington (1216 West Main Street) and Columbia pharmacy locations as needed.

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:

• Education: Associate’s Degree (or higher) in Computer Science or a closely related field of study (preferred).
• Customer Service: 4 years providing direct customer service at a Tier 2 level, with at least 2 years in the past 5 years
• IT Asset Tracking: 3 years of experience
• IT Asset Management: 1 years of experience
• C-Suite Support: Experience supporting corporate/C-suite executives.
• Microsoft 365 & Active Directory: Strong knowledge and hands-on experience.
• Journey-Level Hardware/Device & Software Knowledge: Hands-on expertise with a wide variety of hardware and software solutions.
• Journey-Level Troubleshooting Skills: Strong troubleshooting abilities, capable of resolving complex issues efficiently.
• ITIL Knowledge: Basic understanding of ITIL concepts with comprehensive knowledge of IT support practices.
• Customer-Focused: A self-starter with a strong customer service mindset, focused on delivering exceptional customer satisfaction and business value.
• Exceptional Communication Skills: Both verbal and written
• Problem-Solving Expertise: Outstanding listening, analytical, negotiation, and critical thinking skills to resolve challenges.
• Training & Leadership: Comfortable leading one-on-one training sessions as well as facilitating medium to large group presentations.
• Pharmacy & Healthcare Operations experience desired: 3 years of supporting pharmacy operations or healthcare institutions.
• Availability Monday through Friday, 8 AM – 5 PM EST(remote and onsite as needed)
• Some weekend/after-hours work may be necessary for various projects
• Travel up to 10% of time to support company activities nationwide

At Avita Care Solutions, compassionate care is at the heart of everything we do. Join Avita and get inspired to be the care that unlocks the full potential of health for all. We’re committed to promoting health equity by providing comprehensive, integrated access to pharmacy services, clinical care delivery and digital health through our individualized and culturally competent LGBTQ , HIV, PrEP, and sexual wellness care. 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.