As an Enterprise IT (EIT) Service Desk Specialist, you will play a critical role in ensuring seamless IT support for IMO employees, consultants, and interns—whether onsite or remote. Your focus on exceptional customer service and technical expertise will help maintain operational efficiency and drive productivity across the organization. You’ll be part of a collaborative team that reviews, prioritizes, and resolves incidents and service requests, ensuring timely follow-up and comprehensive documentation. When necessary, you’ll escalate complex issues to specialized resources, all while contributing to the continual improvement of IT processes and solutions.
IMPACT YOU'LL MAKE:
- Minimize downtime by promptly addressing technical issues to prevent workflow interruptions.
- Build strong cross-departmental relationships by delivering reliable and proactive IT support.
- Uphold and refine processes to provide best-in-class customer and IT services.
- Enhance the organization’s overall technical efficiency through innovative problem-solving.
WHAT YOU’LL LEARN:
- Develop creative technical solutions for a wide range of challenges.
- Understand the critical role a high-functioning helpdesk plays in driving organizational success.
- Expand your technical capabilities to push the limits of your career potential.
- Master the art of assisting both remote and onsite teams with unique tools and systems.
WHAT YOU'LL DO:
- Provide exceptional technical support for IMO employees, consultants, and interns.
- Diagnose, troubleshoot, and resolve hardware, software, and network issues for local and remote end-users.
- Educate end-users on the effective use of IT-supported hardware and software applications.
- Log and manage incidents using an established tracking system; monitor progress, identify patterns, research solutions, and document resolutions.
- Address Windows and Mac OS issues, including researching, testing, and implementing solutions.
- Configure new and existing workstations, peripherals, and services according to EIT standards.
WHAT YOU'LL NEED:
- 2–3 years of service desk experience.
- Strong expertise in troubleshooting workstation and laptop hardware/software, Microsoft Windows 10, and Office 365.
- Understanding of DNS, DHCP, VLAN, ACL, VPN, and QoS is a plus.
- A+ certification, Mac OS experience, or a degree in Computer Science is a plus.
- Demonstrated commitment to excellent customer service and teamwork.
- Logical thinking and the ability to resolve issues efficiently.
- Capacity to thrive in a fast-paced environment, learn new skills, and meet deadlines.
Top Skills
What the Team is Saying
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What We Do
We are a team of dedicated clinical terminologists, data scientists, industry subject matter experts, and informaticists who helped facilitate the evolution from analogue to digital capture of clinical events, the precise code-mapping that simplifies complex workflows, and the translation of unstructured into structured data. We “wrote the digital dictionary” used in every major EHR, and we are leveraging clinical AI to generate insights that expand and deepen our impact across the healthcare ecosystem.
At the end of the day, we don’t make decisions for our clients. We provide them with the digital tools to enable sound decision-making.
Why Work With Us
We are building a clinical intelligence stack—medical ontology, human expertise, and AI—that makes data more useful and more powerful. By enhancing data’s structure, richness, and precision, we reduce noise and error, streamline complexity, and create clarity across the clinical information chain.
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IMO Health Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We ask and expect our people to work in a way that allows them to do their best work. We also know that collaborating together inspires innovation. Our teams in the Chicagoland or Houston, TX areas find their way into an office 3 days a week.
