Enterprise IT (EIT) Service Desk Specialist

Customer service, Service desk, Hardware, VPN, DHCP, VLAN, Networking, Problem solving, DNS
Full Time
Depends on Experience
Work from home not available Travel not required

Job Description

Join our growing IT department as an Enterprise IT (EIT) Service Desk Specialist to help support 85+% of US clinicians.


Location: Rosemont IL.


Applicants Only, No Recruiters.


Summary of Position:

The Enterprise IT (EIT) Service Desk Specialist is responsible for successfully troubleshooting and resolving incidents and service requests entered by IMO employees, consultants, and interns who are both on premise and remote with a strong focus on customer service. This position is part of the team that is responsible for reviewing, categorizing and assigning work orders that come in through the service desk as well as working assigned tickets though completion with proper follow-up and documentation. This position will research and implement solutions and escalate to the proper resources when necessary.


Principal Duties and Responsibilities:

  • Provide Tier 2 technical support for all IMO employees, consultants, and interns.
  • Identify, troubleshoot and resolve hardware, software and network-related problems encountered by both local and remote end-users.
  • Train end-users on EIT supported hardware and software applications.
  • Take direction from EIT management to document necessary training materials for end-users as well as technical documentation/knowledge articles.
  • Use established tracking system to log requests; monitor progress, track problem resolution, identify patterns of failure, research bug fixes, and implement solutions; communicate with manager regarding unresolved problems.
  • Resolve Microsoft and Mac operating system issues; research and test possible resolutions and implement solutions.
  • Assist EIT team members to solve system application and usability issues by replicating the issue and implementing fixes.
  • Install new / rebuild existing workstations and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with EIT standards.
  • Provide 24/7 on-call support for IMO employees on a rotating basis.
  • Other tasks as assigned by EIT management staff.







Technical Requirements Education, Areas of Knowledge, and Experience:

  • 2-3 years in Service Desk experience.
  • Strong Customer Service skills
  • Strong knowledge of workstation and laptop hardware.
  • Strong knowledge of Microsoft Windows and Office Suites (Windows 10 and Office 365).
  • Strong hardware and software troubleshooting skills.
  • Knowledge of networking technologies (DNS, DHCP, VLAN, ACL, VPN, QoS) a plus.
  • A+ certification a plus.
  • Bachelor's degree in computer science a plus
  • Strong Mac OS background a plus


Behavioral Requirements - Personal Skills and Competencies:

  • Excellent oral and written communication skills.
  • Strong interpersonal skills.
  • High level of commitment to customer service and teamwork.
  • Ability to work independently and collaboratively.
  • Self motivated.
  • Ability to think logically and to resolve problems.
  • Ability to work in a fast-paced, changing environment and closely follow the direction of other team members.
  • Ability to acquire new skills quickly and to meet deadlines.
  • Problem solving skills and troubleshooting skills.


Customer Base:

  • All employees of IMO
  • All consultants of IMO
  • All interns of IMO


Working Conditions/Physical Requirements of the Job:

  • Ability to lift up to 50 lbs.
  • May require working evenings and weekends with or without advanced knowledge.


At IMO, we have dedicated ourselves to powering care as you intended, through a platform that is intelligent, intuitive, and intentional. We offer a portfolio of products that include terminologies and value sets that are clinically vetted, always current, and maintenance-free. This aligns to provider organizations missions, EHR platforms inherent power, and the evolving vision of the healthcare industry while ensuring accurate care documentation and authorization codes. So clinicians can get back to being clinicians, health systems can get reimbursed, and patients can more easily engage in their own care. As intended.

IMO has a casual dress work environment, healthy living initiatives, bonus, Equity Participation Plan, and a strong benefits package including medical/dental /vision; 401K with a history of strong match; competitive PTO and much more. Downtown commuters will enjoy free shuttle service to IMO s Rosemont door step from Blueline Station.

At IMO, we celebrate diversity and are committed to creating an inclusive environment for all employees. IMO is proud to be an equal opportunity workplace and is an affirmative action employer.

Note: Employee may come in contact with ePHI as part of their job responsibilities and he/she would need to follow appropriate IMO policies and procedures applicable under HIPAA regulations.

Posted By

Rosemont, IL, 60018

Dice Id : 90771075
Position Id : 6259276
Originally Posted : 2 months ago
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