Senior Service Desk Agent

Date: Feb 27, 2025

Location:

Any city, WI, US, 99999

Req ID: 29503

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

Gainwell Technologies is seeking a highly skilled and experienced Senior Service Desk Agent to join our dynamic IT team. This is a key role within our organization, responsible for providing advanced technical support and mentorship to junior team members. If you are a seasoned IT professional with a passion for problem-solving and a commitment to exceptional customer service, we encourage you to apply!

Your role in our mission

As a Senior Service Desk Agent, you will be a technical leader within the Service Desk team, providing escalated support, mentoring junior agents, and contributing to process improvements. You will utilize your deep technical knowledge and problem-solving skills to diagnose and resolve complex issues related to hardware, software, network connectivity, and other IT systems. You will also play a key role in developing and maintaining knowledge base articles and training materials.

• Provide advanced technical support via phone, email, and chat, handling support requests from other Service Desk agents.
• Mentor and train Service Desk agents.
• Lead troubleshooting efforts for complex technical problems.
• Log and track all support requests in our ticketing system, ensuring accurate and detailed documentation.
• Develop and maintain knowledge base articles, FAQs, and other documentation.
• Identify and escalate recurring issues to appropriate teams.
• Contribute to the development and implementation of service desk best practices and procedures.
• Proactively monitor system performance and identify potential problems.
• Participate in project work related to IT service improvements.
• Communicate effectively with users at all levels, providing clear and concise explanations of technical issues and solutions.
• Maintain a positive and professional demeanor at all times.
• Participate in team meetings and training sessions.

What we're looking for

• 3+ years of experience in a technical support role, preferably in a service desk environment.
• Experience with ticketing systems (e.g., ServiceNow).
• Understanding of computer hardware, software, networking concepts, and operating systems (Windows, Linux, etc.).
• Extensive experience troubleshooting complex technical problems.
• Strong leadership and mentoring skills.

What you should expect in this role

This is a fully remote position with the flexibility to work from home, and we are considering candidates from all US locations.
Video cameras must be used during all interviews, as well as during the initial week of orientation.
The deadline to submit applications for this posting is Monday March 31, 2025.
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The pay range for this position is $48,000.00 - $68,600.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.