Service Desk Level II Image First Professionals

Service Desk Level II

Company Overview:

Founded in 1967, ImageFIRST is the largest and only national linen rental and laundry service specializing exclusively in the healthcare market. Acquired by private equity firm Calera Capital in 2018, ImageFIRST serves medical facilities nationwide providing linen, patient gowns, scrubs, and more while managing clients linen inventory to support cost management.

As leaders in infection prevention, we currently own and operate the most HLAC-accredited facilities in the industry. With a 97% customer retention rate one of the highest in the industry ImageFIRST is dedicated to improving patient satisfaction and delivering white-glove service to support happier, more efficient healthcare teams.

Job Summary:

The Service Desk Level II Technician provides intermediate-level technical support for the organization s IT systems, hardware, and applications. As the second point of contact for end-user incidents, this role focuses on troubleshooting and resolving issues escalated from Level I, while also handling more complex service desk requests and configuration tasks.

Based in the Bangalore GCC, this role works closely with both US-based and local IT teams to ensure consistent service delivery. Issues that cannot be resolved at this level are escalated to Level III or infrastructure teams as appropriate.

Key Responsibilities:

• Provide advanced technical support for desktop systems, hardware, and software applications.

• Provision and configure user workstations and peripherals for Bangalore GCC employees.

• Perform hardware diagnostics, repairs, and routine maintenance.

• Install, update, and automate desktop operating systems and business-critical software.

• Log, troubleshoot, and resolve technical issues, documenting actions in the ticketing system.

• Communicate clearly with end-users to gather technical information and deliver effective solutions.

• Identify recurring issues and contribute documentation to the internal knowledge base.

• Administer Active Directory accounts (creation, password resets, group assignments).

• Manage Office 365 user accounts, licenses, and related configurations.

• Configure and support network printers and shared file access.

• Set up and maintain mobile devices (iOS and Android).

• Escalate unresolved or systemic issues to Level III support or infrastructure teams.

• Perform additional IT-related tasks and duties as assigned.

Required Qualifications:

• 3 5 years of experience in corporate end-user IT support.

• Strong working knowledge of Windows 10/11, Active Directory, and Office 365.

• Proficiency in hardware setup, system imaging, and desktop application deployment.

• Familiarity with networking fundamentals (IP, DHCP, DNS) and basic troubleshooting.

• Excellent written and verbal communication skills.

• Ability to multitask and remain composed under pressure.

• Proactive, self-motivated, and detail-oriented.

Preferred Qualifications:

• Experience with help desk ticketing systems (e.g., ServiceNow, ManageEngine ServiceDesk Plus).

• Knowledge of mobile device management (MDM) for iOS and Android.

• IT certifications such as CompTIA A+, Network+, or equivalent.