IT Service Desk Support Specialist

About Us

HearUSA is a leader in hearing health. We are on a mission to make hearing care simpler and more accessible than ever before, setting a new standard in modern hearing care. Our hearing center teams change lives by giving clients easy access to advanced hearing technology and outstanding care.

We are taking a stand and reducing the stigma around hearing loss. HearUSA is committed to our mission to change one million more lives in the next five years through Simply Excellent Hearing Care. As professionals, we’re redefining delivery of hearing care and helping more people take charge of their hearing health.

We draw on the expertise and hearing care services of more than 360 hearing centers across the U.S. HearUSA is also part of the WSAudiology group, the largest manufacturer of hearing aids with 12,500 colleagues in 130 countries, passionate about helping millions of people regain and benefit from the miracle of hearing.

Essential Duties And Responsibilities

• Initial point of contact for end-user requests for assistance through phone calls and the IT ticketing system.
• Create and allocate new IT requests.
• Work "Level 1" ticket requests.
• Communicate with vendors and internal IT staff to open, follow up on, and escalate trouble tickets.
• Use the existing ticketing system and inventory management system for communication and documentation.
• Manage open tickets.
• Report on Service Desk analytics.
• Follow standard procedures for purchasing supplies for end-users and retail clinics as needed.
• Document and maintain an accurate inventory of all new and retired assets.

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• Perform administrative duties and performed special projects, as assigned by IT management.
  
  

Requirements

• Excellent interpersonal and social skills; the ability to be flexible and easily adapt to changing priorities;
• Possesses a strong interest in learning new skills and new technologies;
• Excellent customer service and team-based work mindset; the ideal candidate should have patient and a positive attitude;
• Previous IT support, administrative or customer service work experience preferred;
• Advanced Microsoft Office skills (O365, Word, Excel, PowerPoint, Outlook);
• Willingness and ability to learn and use new computer programs/applications;
• Able to work with close attention to detail with a high degree of accuracy in a fast-paced environment;
• Ability to follow procedures and respect confidentiality;
• Ability to communicate detailed or technical information clearly, accurately, and concisely;

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• Inventory Management experience is a plus.
  
  

Lifestyle & Benefits

• Comprehensive Benefits Package
• Paid Holidays & PTO Policy
• 401k Matching Program
• Tuition Reimbursement
• Employee, Family & Friends Hearing Aid Discount Program
• Relocation Assistance
• Service Days & Diversity, Equity & Inclusion Initiatives
  
  

The Company provides equal opportunity to all employees and prospective employees without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person’s ability to do the job or otherwise made unlawful by federal, state, or local law.