Service Desk Specialist

About the Company - The Aspen Group, Inc. (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S., supporting 15,000 healthcare professionals and team members at more than 1,000 health and wellness offices across 46 states in three distinct categories: Dental care, urgent care, and medical aesthetics. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of four consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, Lovet Veterinarian hospitals, WellNow Urgent Care and Chapter Aesthetic Studio. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.

About the Role - We are currently looking for a Service Desk Specialist who will provide reliable, high-quality desktop support services. The ideal candidates for this position is a reliable, adaptable, thought-leading IT desktop support professional capable of maintaining high work standards while independently managing their work. The candidate will also cultivate customer service excellence approach, developing relationships focused on collaboration and will have direct communication with end users, Aspen Executives, and peers. This position also will work as needed with several other initiatives, including assisting with projects, interacting with diverse technologies, and partnering with stakeholders in other departments.

Responsibilities

• Provides user assistance and ticket resolution for hardware, software, and networking needs.
• Diagnoses and troubleshoots problems with technical systems to maintain proper functionality, and escalates unresolved issues as needed.
• Conducts diagnostic reviews and troubleshoots issues as requested by users.
• Recommends hardware solutions for user computers in office areas.
• Troubleshoots and updates devices remotely.
• Provides good customer service to ensure functionality and to assist and guide users.
• Reports customer feedback and potential technical needs.
• Documents technical issues and their resolutions in the IT knowledge base.
• Interacts with vendors to resolve issues.
• Assists with projects and implementation of policies as needed.

Qualifications

• Associates Degree in Computer Science or relevant field or commiserate experience as a Desktop Support Technician/Engineer, or similar role.
• Hands-on, Collaborative working style with a service driven mindset required.
• Good organization and problem-solving skills needed.
• Ability operating, installing, and troubleshooting computer hardware, including peripherals.
• Knowledge of modern ticketing systems such as ServiceNow needed.
• Skill with supporting operating systems, including Windows 10, Active Directory, iOS, and Mac OS.
• Experience providing desktop support in an enterprise environment preferred.
• Experience working with remote physical locations and using remote access software like Bomgar preferred.
• Experience working closely with C-Suite desired.
• Experience working in an educational or instructional environment is a plus.
• Technical writing experience is a plus.
• Experience/Skillset with AV preferred.
• Some familiarity with mobile device operation, Audio/Video technologies, and networking is preferred.

Pay range and compensation package: 23-27/hr

A generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match