What are the responsibilities and job description for the IT Service Desk Support Hybrid position at U.S. Urology Partners?
About The Role
The IT Service Desk Support (Hybrid) role is a dynamic position that blends remote and on-site IT support to ensure seamless technology operations for our 1000 associates, ensuring timely resolution of IT requests (incidents and service requests).
As a frontline IT professional, you will be responsible for diagnosing, and resolving IT incidents and service requests related to hardware, software, and network connectivity. You will also support IT infrastructure deployments, system upgrades, and proactive maintenance to enhance the overall IT experience for end users.
This position requires strong technical expertise, problem-solving skills, and a commitment to customer service. Candidates must reside within a normal commuting distance of our offices in the Florida area, as scheduled and on-demand on-site support is required.
What You’ll Be Doing
This job description is not exhaustive and may be subject to change as business needs evolve. The role may require additional duties to ensure efficient and effective support of IT operations.
Join our team as an IT Service Desk Support (Hybrid) and play a pivotal role in delivering exceptional IT support to ensure seamless operations. Apply today to be part of a dynamic and collaborative IT environment!
What We Are Offer You
At U.S. Urology Partners, we are guided by four core values. Every associate living the core values makes our company an amazing place to work. Here “Every Family Matters”
Compassion
Make Someone’s Day
Collaboration
Achieve Possibilities Together
Respect
Treat people with dignity
Accountability
Do the right thing
Beyond competitive compensation, our well-rounded benefits package includes a range of comprehensive medical, dental and vision plans, HSA / FSA, 401(k) matching, an Employee Assistance Program (EAP) and more.
About US Urology Partners
U.S. Urology Partners is one of the nation’s largest independent providers of urology and related specialty services, including general urology, surgical procedures, advanced cancer treatment, and other ancillary services. Through Central Ohio Urology Group, Associated Medical Professionals of NY, Urology of Indiana, and Florida Urology Center, the U.S. Urology Partners clinical network now consists of more than 50 offices throughout the East Coast and Midwest, including a state-of-the-art, urology-specific ambulatory surgery center that is one of the first in the country to offer robotic surgery. U.S. Urology Partners was formed to support urology practices through an experienced team of healthcare executives and resources, while serving as a platform upon which NMS Capital is building a leading provider of urological services through an acquisition strategy.
U.S. Urology Partners is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
The IT Service Desk Support (Hybrid) role is a dynamic position that blends remote and on-site IT support to ensure seamless technology operations for our 1000 associates, ensuring timely resolution of IT requests (incidents and service requests).
As a frontline IT professional, you will be responsible for diagnosing, and resolving IT incidents and service requests related to hardware, software, and network connectivity. You will also support IT infrastructure deployments, system upgrades, and proactive maintenance to enhance the overall IT experience for end users.
This position requires strong technical expertise, problem-solving skills, and a commitment to customer service. Candidates must reside within a normal commuting distance of our offices in the Florida area, as scheduled and on-demand on-site support is required.
What You’ll Be Doing
- Provide remote and on-site support to associates for hardware, software, and network-related issues.
- Respond to IT service requests via phone, chat, email, or in-person visits.
- Troubleshoot, diagnose, and resolve issues related to PCs, laptops, tablets, printers, peripherals, mobile devices, and business applications.
- Collaborate with the Service Desk team to manage escalations and ensure seamless issue resolution.
- Perform on-site installations, configurations, repairs, and upgrades for IT equipment as required.
- Support network connectivity issues, working alongside IT infrastructure teams when necessary.
- Document all customer interactions and resolutions in the ticketing system with accuracy and clarity.
- Provide proactive communication and updates to associates regarding the status of their requests.
- Manage IT assets and ensure proper deployment of software and updates across systems.
- Identify trends in support issues and recommend long-term solutions and system enhancements.
- Maintain and update the knowledge base by creating clear, concise documentation for common issues and solutions.
- Follow ITIL best practices and contribute to improving remote support processes.
- Support IT service continuity by participating in business continuity planning and testing.
- Technical Proficiency:
- Strong knowledge of Windows operating systems, Office 365, Azure AD, On-Prem Active Directory, and Windows 10/11.
- Proficiency with IT Service Management tools and ticketing systems.
- Experience in remote and on-site troubleshooting of hardware, software, and network issues.
- Communication & Collaboration:
- Excellent written and verbal communication skills.
- Ability to work collaboratively with the Service Desk team and other IT teams in a customer-focused environment.
- Customer Focus:
- Dedication to providing excellent customer service with empathy and professionalism.
- Strong ability to translate technical information into easy-to-understand language for non-technical users.
- Problem-Solving Ability:
- Strong analytical and reasoning skills to diagnose and resolve complex technical problems remotely.
- Ability to recognize recurring issues and propose enhancements to improve system performance and end-user experience.
- Hybrid role: Primarily remote, with scheduled and on-demand on-site visits as needed for hands-on support.
- Frequent local travel within company locations.
- Ability to lift and transport IT equipment (laptops, desktops, printers, peripherals).
- Prolonged periods of sitting and working at a computer for remote troubleshooting.
- Fast-paced IT environment requiring adaptability and quick decision-making.
This job description is not exhaustive and may be subject to change as business needs evolve. The role may require additional duties to ensure efficient and effective support of IT operations.
Join our team as an IT Service Desk Support (Hybrid) and play a pivotal role in delivering exceptional IT support to ensure seamless operations. Apply today to be part of a dynamic and collaborative IT environment!
What We Are Offer You
At U.S. Urology Partners, we are guided by four core values. Every associate living the core values makes our company an amazing place to work. Here “Every Family Matters”
Compassion
Make Someone’s Day
Collaboration
Achieve Possibilities Together
Respect
Treat people with dignity
Accountability
Do the right thing
Beyond competitive compensation, our well-rounded benefits package includes a range of comprehensive medical, dental and vision plans, HSA / FSA, 401(k) matching, an Employee Assistance Program (EAP) and more.
About US Urology Partners
U.S. Urology Partners is one of the nation’s largest independent providers of urology and related specialty services, including general urology, surgical procedures, advanced cancer treatment, and other ancillary services. Through Central Ohio Urology Group, Associated Medical Professionals of NY, Urology of Indiana, and Florida Urology Center, the U.S. Urology Partners clinical network now consists of more than 50 offices throughout the East Coast and Midwest, including a state-of-the-art, urology-specific ambulatory surgery center that is one of the first in the country to offer robotic surgery. U.S. Urology Partners was formed to support urology practices through an experienced team of healthcare executives and resources, while serving as a platform upon which NMS Capital is building a leading provider of urological services through an acquisition strategy.
U.S. Urology Partners is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
