Service Desk Engineer IT

Overview

We are seeking a motivated Service Desk Engineer Level II focused on pushing the boundaries for providing and transforming our helpdesk into a world class service desk. The Service Desk Engineer II specializes in providing technical assistance for software systems, including but not limited to Windows/mac OS, iOS for iPads, Microsoft 365, Ring Central, and other Enterprise Software and works closely with system and network teams to contribute to process improvements.

With 2-5 years of industry experience, this role is also responsible for serving as a key escalation point for Level I staff, taking ownership of more complex support items.

• Manage, categorize, and prioritize incoming tickets through Jira Service Management systems.
• Respond to user-reported incidents via phone, email, ticketing system, or in-person.
• Provide focused support for Windows/mac operating systems, iPad configurations, VPN, printers, desktop hardware, iPad configurations, Microsoft 365, Ring Central, and other Enterprise Services.
• Systematically identify and resolve software-related issues using diagnostic tests.
• Deliver resolutions predominantly for software issues and elevate complex issues to specialized teams as needed.
• Keep a detailed record of all activities, solutions, and interactions within the ticketing system with an emphasis on software and workflow-related incidents.
• Provide exceptional customer service to ensure user satisfaction and share customer feedback with internal team members.
• Guide customers remotely through troubleshooting, configuration, and maintenance.
• Follow standard operating procedures for incidents and request handling and make updates to them as required.
• Contribute to knowledge bases and training modules specific to software and workflow troubleshooting.
• Assist with onboarding and offboarding of users, including account creation and hardware setup.
• Collaborate closely with various departments to ensure a harmonized and specialized software and workflow support service.
• Adherence to compliance and completion of compliance training.
• Partner with the Site Readiness team to support the onboarding of newly acquired clinics and facilities.
• Travel onsite with the Site Readiness team approximately 4–6 times per year to provide hands‑on Service Desk support during go‑live and transition periods.
• Perform other related duties as assigned.

• Bachelor's degree in IT, Computer Science, Engineering or related field preferred; equivalent experience will be considered in lieu of degree.
• A+ or equivalent certification preferred, with specialization in software systems.
• Minimum of 2-5 years of experience in an IT service desk environment with a focus on software support and workflow management.
• Experience using ticketing systems, specifically Jira Service Management.
• Experience developing and optimizing workflows within Jira Service Management.
• Must be detail oriented.
• Must have effective communication and interpersonal skills to collaborate with diverse teams.
• Ability to manage multiple priorities, meet deadlines, and work under pressure in a fast‑paced environment.
• High level of integrity, ethical judgment, and confidentiality when handling sensitive data.
• Proficiency with Microsoft Word, Excel and PowerPoint is required. Must be able to learn new software quickly.
• Ability to work effectively and cooperatively with staff, leadership, and the public.
• Ability to use time productively and contribute to high levels of company operational efficiency and effectiveness.
• Ability to maintain confidentiality of information.

Forefront will never request personal information, such as your social security number or banking information, via text or email. In addition, Forefront does not use external messaging applications such as Wire App or Skype to communicate with candidates. If you receive communication or requests of this nature, delete them. Forefront Dermatology is committed to providing equal employment opportunity and maintaining a workplace for employees and applicants that is free from discrimination based upon age, race, religion, color, disability, marital status, sex (including pregnancy), national origin, ancestry, ethnicity, sexual orientation, gender identity or expression, genetic information, veteran or military status, or any other status protected by applicable federal, state, or local law.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, please contact  to let us know the nature of your request and your contact information.