Service Desk Technician III

Modivcare is looking for an experienced Service Desk Technician to provides level III support to Tier I and II Service Desk Technicians, and internal customers on a variety of issues. You will respond as a Tier III technical support to telephone calls, email and electronic requests for the service desk. You will provides coordination and support of the Service Management Escalation process for all Severity One incoming calls. You will report to the Service Desk Manager.

You will...

• Resolve complex service requests and incidents that have been escalated by the junior level analysts
• Use advanced technical skills to resolve technical issues and tasks, including setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting
• Answer Service Desk Support (phone) calls and provide remote support by troubleshooting and resolving hardware, software, printer, connections, phone and messaging systems issue
• Support for mobile operating systems as related to business applications
• Manage user accounts and permissions
• Install and maintain updates to software applications
• Provide technical assistance and support for Service Desk Technicians I and II, which includes assisting in new employee orientation, training, work assignments, and schedules
• Maintain self-educated on Microsoft Product Roadmaps
• Develop migration plans and upgrade strategies including capital and expense estimates and project plans
• Help with special projects at the direction of IT Project Managers and technologists
• Help implement best practices within the IT systems and support structure
• Help lead the Service Desk staff, answer questions, and provide guidance in support matters
• Resolve technical issues across a variety of hardware, software, and networking topics

• Bachelor's Degree or equivalent experience
• 4+ years related experience
• ITIL v3 Foundation, A+, Net+, or Microsoft MTA/MCSA Certification
• ServiceNow experience working within the ITIL
• Framework with formal Service Management to include Incident, Problem, Change and Service Catalog

• Medical Plans with Prescription Drug Benefits
• Dental Plans
• Vision Benefits
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Legal Services
• Critical Illness, Accident, Hospital Indemnity and Cancer Insurance
• Tuition Reimbursement
• Relocation Services
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

5 brands have joined together for one calling and we recognized an important need--to improve access to care by addressing the social factors that influence patient health outcomes. Our roots as a logistics leader have laid the foundation for our transformation into a tech-enabled healthcare company making better connections to care.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

Modivcare requires all employees to be vaccinated for COVID-19. Modivcare is an equal opportunity employer and consistent with federal, state, and local requirements, will consider requests for exemptions from this policy as required under the law.