Service Desk Level II Technician

Job Locations US-CA-Aliso Viejo
Req No.
Information Technology
Regular Full-Time



Concerto Health delivers comprehensive care to Medicare, Medicaid, and complex-needs patients. For over a decade, we have provided extraordinary outcomes for thousands of people in these underserved groups.

The Concerto name reflects our unique approach to healthcare. It’s about how we work in concert with patients, providers, and health plans. It’s about the harmony of a patient’s care, health, and dignity.



The IT Service Desk Level 2 Technician is a strategic technical position that provides, end-user support to internal desktop systems used by the organization. Technician will aim to restore normal service of systems as quickly as possible by minimizing the impact to the business operations. Individual will perform general maintenance tasks, troubleshoot and repair computer systems and peripheral equipment throughout the local facilities; work on assignments that are moderately complex in nature where judgment and initiative are required in resolving problems and making recommendations.




  • Must be familiar with the industry concepts, practices, and
    • Must understand the organization’s products and
    • Must understand and record the relevant aspects of any issues in the ticketing
    • Specialized knowledge & experience beyond basic level
    • Responsible for Level 2 support service
    • Follow up on escalated issues from Level
    • Support all technology related equipment at the local
    • Deploy and install hardware requests at local
    • On-site troubleshooting of standard hardware issues (e.g. personal computer, printers).
    • Diagnoses and resolve product performance
    • Troubleshoot end-point
    • Troubleshoot specialized
    • Deploy/replace hardware at local
    • Manage/coordinate user
    • Update and close tickets for service desk generated
    • Create service desk tickets for observed maintenance/repair
    • Staging, imaging of standard and specialized
    • Configuration changes of specialized
    • Escalation to vendors under existing support contract, record & document vendor
    • Non-AD Account creation for new users, terminations for non-centralized applications.
    • Security/Access requests for non-centralized

  • Project work/responsibilities as assigned by Manager.
  • Identify computer or network equipment shortages and place orders for stock.
  • Asset Disposal.
  • Take ownership of service request by updating customers regularly on the status of their open work orders as per their preferred method of contact-telephone or email and see these through to resolution.
  • Resolve, or assist in the resolution of customer issues through effective questioning, negotiation and conflict management, and by using the correct policies and procedures. Ensure a high level of Customer Service and satisfaction is achieved through the process, end to end.
  • Escalate customers enquires appropriately to second or third level support, where an enquiry

cannot be resolved to a customer’s satisfaction.

  • Ensure customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.
  • Provide quality customer service-onsite support.
  • Achieve satisfactory customer ratings via customer surveys and feedback line.
  • Ensure compliance with policies and procedures as outlined.
  • Investigate or replicate issues to resolve open work orders.
  • Responsible for identifying “symptom fixes” by addressing root cause based on reported


  • Create, or assist in the creation of articles for the Knowledge Base Repository.
  • Responsible for communicating to the business any maintenance, outages or upgrades.
  • Provide technical support and training to clients (end users) via email, phone and\or other methods.
  • Work at various local sites as needed; travel to other facilities within the US when required (20-25%).
  • Rely on experience and judgment to plan and accomplish goals.
  • May determine methods and procedures on new assignments.
  • Mentorship to new service desk technicians.
  • Develop solutions to complex technical problems, which may impact multiple work areas.
  • Instructs customers in the operation and maintenance of the systems.
  • Provide orientation and guidance to users on how to operate new software and computer equipment.
  • Perform any other work-related duties as assigned.



  • Requires a high school diploma or
  • At minimum 4 years of experience in the field or in a related
  • Advanced level of proficiency with MS Outlook, Project, Visio, Excel, PowerPoint and
  • Strong written and verbal
  • Demonstrate ability to communicate ideas clearly and
  • Excellent time management, organizational, prioritization skills and ability to balance multiple priorities.
  • Ability to conduct research on equipment issues and products as
  • Excellent communication and interpersonal skills, as well as relationship-building

  • Ability to read and understand technical manuals and procedural documentation.
  • Analytical and problem-solving abilities, with keen attention to detail.
  • Self-motivated, with the ability to prioritize and execute tasks in a high-pressure environment.
  • Good technical knowledge of PC and desktop hardware and PC internal components preferred.
  • Ability to operate tools, components and peripheral accessories.
  • Understanding of the company’s goals, objectives and values.
  • Experience working in a team-oriented, collaborative environment.



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