Global Service Desk Specialist II

Join the team leading the next evolution of virtual care. At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives. Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we’re transforming how better health happens.

About the role

The Global Service Desk Specialist II provides technical and troubleshooting support to employees for computer hardware or software under the direction of the Manager, Global Service Desk. This role delivers high-touch, white-glove support to C-suite executives and acts as the primary escalation point for executive-level issues.

Responsibilities

• Work on-site at the Lewisville, TX office
• Provide white-glove, high-touch technical support to C-suite executives and CEO, ensuring rapid resolution with minimal business disruption
• Act as the primary escalation point for executive-level issues and support escalations from Global Service Desk technicians
• Maintain strict confidentiality when handling sensitive executive data, communications, and devices
• Coordinate and support executive meetings, presentations, and conference room technology
• Deliver proactive device monitoring and readiness for executive endpoints
• Provide on-site and remote VIP support, including off-hours assistance aligned with executive schedules
• Provide end-user support for Windows/Mac systems, software, and Microsoft Office applications
• Track and manage hardware/software inventory and lifecycle changes
• Create and maintain technical documentation, SOPs, and knowledge base articles
• Communicate issue status, resolutions, and trends to stakeholders and leadership
• Identify and escalate systemic issues requiring process or system improvements
• Participate in a 24x7 support model, including on-call rotation and after-hours support
• Perform other related duties as assigned

Requirements

• Bachelor’s degree in a STEM field required (years of relevant work experience may be substituted)
• 3-6 years’ experience working within a Service Desk, Call Center, or NOC environment
• Understanding of IT Ticketing Systems
• Able to work independently as well as in a team
• Excellent customer service, organizational, and prioritizing skills
• Excellent verbal and written communication skills

Preferred Qualifications

• Knowledge of PC/Mac configuration, general network operating systems, and network topologies/protocols
• Windows operating systems and Microsoft Office products
• Microsoft 365, Azure/Entra AD, Entra Active Directory user administration
• Remote access technologies (VPN, SSO)
• Automated application deployment
• Mobile Device Management
• Microsoft certifications
• End User Training
• Disk level imaging solutions
• Strong troubleshooting and research skills – highly curious in nature

Pay

The salary range for this position is $30–$31/hour. In addition to a base salary, this position is eligible for a performance bonus.

Benefits

• During your first year of service, you will accrue 5.84 hours of PTO for each bi-weekly pay period
• 80 hours of Paid Sick, Safe, and Caregiver Leave annually (full-time positions only)
• Comprehensive benefits program (eligibility requirements apply; details available at Teladoc Health Benefits)