Unified Women’s Healthcare is looking for a detail-oriented and customer-focused IT Support & Asset Management Specialist to join our growing technology team. This dynamic role is ideal for someone who enjoys supporting end users, solving technical problems, managing technology assets, and continuously improving IT support operations. You'll be the frontline for end-user support, ensure smooth onboarding and offboarding processes, maintain accurate asset records, and contribute to key projects that enhance our overall IT service delivery. If you're passionate about making IT work better for people delivering healthcare, this role is for you
Responsibilities
Service Desk Case Management
- Monitor, prioritize, and resolve end-user support cases in Salesforce Service Cloud, provide remote and on-site support for hardware, software, user access, and system issues.
- Serve as a resource to solve complex technical issues that are escalated by the team.
- Maintain detailed and accurate case documentation in accordance with SLA policy.
- Work with vendors and partners on the team to resolve issues.
- Deliver excellent customer service to internal teams with timely follow-ups and resolution.
IT Asset & Lifecycle Management
- Own the onboarding and offboarding IT process, ensuring users have the appropriate hardware, software, and access.
- Track and manage all IT assets including laptops, peripherals, licenses, and mobile devices.
- Maintain accurate records in asset management systems.
- Follow up and resolve issues related to asset tracking tools.
- Coordinate with vendors and internal stakeholders for procurement and returns.
Support Desk Improvement Projects
- Participate in or lead small projects aimed at improving IT support tools, documentation, automation, or onboarding experience.
- Develop knowledge base articles and user documentation to promote self-service.
Qualifications
- 2+ years of experience in IT support or IT operations.
- Track record of delivering customer focused service (healthcare nice to have)
- Familiarity with service desk platforms (e.g., Salesforce, Zendesk, Jira).
- Experience with asset tracking tools and lifecycle processes.
- Proficiency in Microsoft 365, especially SharePoint; Teams is a nice-to-have
- Strong organizational and documentation skills.
- Excellent problem-solving and written and verbal communication skills.
- Flexibility: task assignment, priorities, work environment
- Quick thinker, creative problem solver
- Ability to travel to remote sites.
- Demonstrated success in delivering excellent customer support.