Forefront Dermatology · 1 day ago
Service Desk Engineer IT
Manitowoc, WI
Full-time
Hybrid
Entry, Mid Level
2+ years expForefront Dermatology is seeking a motivated Service Desk Engineer Level II focused on transforming their helpdesk into a world-class service desk. The role involves providing technical assistance for various software systems and serving as a key escalation point for Level I staff while ensuring exceptional customer service and collaboration across departments.
Cosmetic SurgeryHealth CareMedical
Responsibilities
Manage, categorize, and prioritize incoming tickets through Jira Service Management systems
Respond to user-reported incidents via phone, email, ticketing system, or in-person
Provide focused support for Windows/mac operating systems, iPad configurations, VPN, printers, desktop hardware, iPad configurations, Microsoft 365, RingCentral, and other Enterprise Services
Systematically identify and resolve software-related issues using diagnostic tests
Deliver resolutions predominantly for software issues and escalate complex issues to specialized teams as needed
Keep a detailed record of all activities, solutions, and interactions within the ticketing system with an emphasis on software and workflow-related incidents
Provide exceptional customer service to ensure user satisfaction and share customer feedback with internal team members
Guide customers remotely through troubleshooting, configuration, and maintenance
Follow standard operating procedures for incidents and request handling and make updates to them as required
Contribute to knowledge bases and training modules specific to software and workflow troubleshooting
Assist with onboarding and offboarding of users, including account creation and hardware setup
Collaborate closely with various departments to ensure a harmonized and specialized software and workflow support service
Adherence to compliance and completion of compliance training
Partner with the Site Readiness team to support the onboarding of newly acquired clinics and facilities
Travel onsite with the Site Readiness team approximately 4–6 times per year to provide hands-on Service Desk support during go-live and transition periods
Performs other related duties as assigned
Qualification
Required
Bachelor's degree in IT, Computer Science, Engineering or related field preferred; equivalent experience will be considered in lieu of degree
A+ or equivalent certification preferred, with specialization in software systems
Minimum of 2-5 years of experience in an IT service desk environment with a focus on software support and workflow management
Experience using ticketing systems, specifically Jira Service Management
Experience developing and optimizing workflows within Jira Service Management
Must be detail oriented
Must have effective communication and interpersonal skills to collaborate with diverse teams
Ability to manage multiple priorities, meet deadlines, and work under pressure in a fast-paced environment
High level of integrity, ethical judgment, and confidentiality when handling sensitive data
Proficiency with Microsoft Word, Excel and PowerPoint is required. Must be able to learn new software quickly
Ability to work effectively and cooperatively with staff, leadership, and the public
Ability to use time productively and contribute to high levels of company operational efficiency and effectiveness
Ability to maintain confidentiality of information
Company
Forefront Dermatology
Forefront Dermatology provides medical dermatology solutions that help its users maintain a healthy skin.
1001-5000 employees
H1B Sponsorship
Forefront Dermatology has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
Funding
Current Stage
Late StageTotal Funding
$47MKey Investors
Penfund
2022-02-11Acquired
2016-02-17Private Equity· $47M
2016-02-17Debt Financing
Leadership Team
Matt Mellott
Chief Executive Officer
John Weatherbie
Chief Technology Officer
Recent News
Company data provided by crunchbase