Global Service Desk Specialist II
Teladoc Health, Jacksonville, FL, United States
Position Summary
Under the direction of the Manager, Global Service Desk, the Global Service Desk Specialist II will provide technical and troubleshooting support to employees, including C‑suite executives. The role involves rapid resolution of hardware and software issues, escalation handling, and proactive monitoring of executive endpoints.
Essential Duties & Responsibilities
Work on‑site at the Jacksonville, FL office.
Provide white‑glove, high‑touch technical support to C‑suite executives and CEOs, ensuring rapid resolution with minimal business disruption.
Act as the primary escalation point for executive‑level issues and support escalations from Global Service Desk technicians.
Maintain strict confidentiality when handling sensitive executive data, communications, and devices.
Coordinate and support executive meetings, presentations, and conference room technology.
Deliver proactive device monitoring and readiness for executive endpoints.
Provide on‑site and remote VIP support, including off‑hours assistance aligned with executive schedules.
Provide end‑user support for Windows/Mac systems, software, and Microsoft Office applications.
Track and manage hardware/software inventory and lifecycle changes.
Create and maintain technical documentation, SOPs, and knowledge base articles.
Communicate issue status, resolutions, and trends to stakeholders and leadership.
Identify and escalated systemic issues requiring process or system improvements.
Participate in a 24x7 support model, including on‑call rotation and after‑hours support.
Perform other related duties as assigned.
Required Qualifications
Bachelor’s degree in a STEM field (years of relevant experience may be substituted).
3–6 years’ experience working within a Service Desk, Call Center or NOC environment.
Understanding of IT ticketing systems.
Ability to work independently as well as in a team.
Excellent customer service, organizational, and prioritizing skills.
Excellent verbal and written communication skills.
Preferred Qualifications
PC/Mac configuration, general network operating systems and network topologies/protocols.
Windows operating systems and Microsoft Office products.
Microsoft 365, Azure/Entra AD.
Entra Active Directory user administration.
Remote access technologies (VPN, SSO).
Automated application deployment (a plus).
Mobile device management.
Microsoft certifications are a plus.
End user training experience.
Disk‑level imaging solutions.
Strong troubleshooting and research skills – highly curious in nature.
Compensation & Benefits
Hourly rate: $30–$31.
Performance bonus and benefits eligible (subject to eligibility requirements).
Accrual of 5.84 hours of paid time off (PTO) per bi‑weekly pay period.
80 hours of paid sick, safe, and caregiver leave annually.
Equal‑Opportunity Statement As an Equal Opportunity Employer, we never discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status, or pregnancy. We prohibit discrimination and harassment of any kind.
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Essential Duties & Responsibilities
Work on‑site at the Jacksonville, FL office.
Provide white‑glove, high‑touch technical support to C‑suite executives and CEOs, ensuring rapid resolution with minimal business disruption.
Act as the primary escalation point for executive‑level issues and support escalations from Global Service Desk technicians.
Maintain strict confidentiality when handling sensitive executive data, communications, and devices.
Coordinate and support executive meetings, presentations, and conference room technology.
Deliver proactive device monitoring and readiness for executive endpoints.
Provide on‑site and remote VIP support, including off‑hours assistance aligned with executive schedules.
Provide end‑user support for Windows/Mac systems, software, and Microsoft Office applications.
Track and manage hardware/software inventory and lifecycle changes.
Create and maintain technical documentation, SOPs, and knowledge base articles.
Communicate issue status, resolutions, and trends to stakeholders and leadership.
Identify and escalated systemic issues requiring process or system improvements.
Participate in a 24x7 support model, including on‑call rotation and after‑hours support.
Perform other related duties as assigned.
Required Qualifications
Bachelor’s degree in a STEM field (years of relevant experience may be substituted).
3–6 years’ experience working within a Service Desk, Call Center or NOC environment.
Understanding of IT ticketing systems.
Ability to work independently as well as in a team.
Excellent customer service, organizational, and prioritizing skills.
Excellent verbal and written communication skills.
Preferred Qualifications
PC/Mac configuration, general network operating systems and network topologies/protocols.
Windows operating systems and Microsoft Office products.
Microsoft 365, Azure/Entra AD.
Entra Active Directory user administration.
Remote access technologies (VPN, SSO).
Automated application deployment (a plus).
Mobile device management.
Microsoft certifications are a plus.
End user training experience.
Disk‑level imaging solutions.
Strong troubleshooting and research skills – highly curious in nature.
Compensation & Benefits
Hourly rate: $30–$31.
Performance bonus and benefits eligible (subject to eligibility requirements).
Accrual of 5.84 hours of paid time off (PTO) per bi‑weekly pay period.
80 hours of paid sick, safe, and caregiver leave annually.
Equal‑Opportunity Statement As an Equal Opportunity Employer, we never discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status, or pregnancy. We prohibit discrimination and harassment of any kind.
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