Tier 1 Service Desk Engineer

About the role

We are looking for a highly skilled Tier 1 Service Desk Engineer to be the first point of contact for end‑users experiencing technical issues. You will provide prompt, courteous support while ensuring minimal disruption to business operations.

Key responsibilities

• Deliver first‑level technical assistance via phone, email and ticketing tools (SolarWinds and Jira).
• Troubleshoot and resolve hardware, software and network problems in a multi‑tenant Azure environment.
• Assist users with Azure Virtual Desktop (AVD) setup, configuration and issue resolution.
• Support VoIP phone systems and Adobe applications.
• Document all support requests and resolutions in SolarWinds and Jira.
• Escalate complex cases to higher‑level support when required.
• Maintain high customer satisfaction through timely and effective service.
• Collaborate with IT team members to improve support processes.
• Provide assistance to user groups such as claims processors, customer service representatives and clinical teams.
• Support Salesforce, Cedargate and related web portals used by members, clients and health providers.

Required profile

• Associate’s degree in IT, Computer Science or related field, or equivalent experience.
• Previous technical support experience, preferably in a healthcare or TPA setting.
• Strong problem‑solving abilities and attention to detail.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Customer‑focused mindset with a commitment to high‑quality support.

Required skills

• Azure and Azure Virtual Desktop (AVD)
• Multi‑tenant Azure environments
• SolarWinds ticketing system
• Jira ticketing system
• VoIP phone systems
• Adobe applications
• Salesforce
• Cedargate