Service Desk Administrator

Company Description

M3 USA is at the forefront of healthcare innovation, offering digital solutions across healthcare, life sciences, pharmaceuticals, and more. Since our inception in 2000, we’ve seen remarkable growth, fueled by our mission to utilize the internet for a healthier world and more efficient healthcare systems.

Our success is anchored in our trusted digital platforms that engage physician communities globally, facilitating impactful medical education, precise job placement, and insightful market research. M3 USA prides itself on a dynamic and innovative work environment where every team member contributes to global health advancements.

Joining M3 USA means being part of a dedicated team striving to make a significant difference in healthcare. We provide a unique opportunity for you to be at the cutting edge of healthcare innovation, shaping the future in a meaningful career. Embrace the chance to drive change with M3 USA.

Due to our continued growth, we are hiring for a Service Desk Administrator. 


Job Description

The Service Desk Administrator is the primary contact for all IT services via the service desk (tickets, phone, teams, email, etc.) for all M3 USA Business Units.  They handle, route, and resolve all service requests as quickly as possible, including training, writing of knowledge base articles, and working with L2 and L3 support as necessary for quick resolutions to user issues. 

Essential Duties and Responsibilities:

Including, but not limited to the following:

  • Clearly communicate technical solutions in a user-friendly, professional manner.
  • Provide one-on-one end-user training as needed.
  • Quickly respond to all requests and resolve on First Call as often as possible. (FCR goal > 80% )
  • Properly assign and route tickets to other areas of IT, providing detailed documentation when escalating or routing tickets.
  • Escalate more complex technical issues as needed while still maintaining full contact with user.
  • Troubleshoot, resolve, and document network printer problems.
  • Troubleshoot, resolve, and document end user hardware and software issues.
  • Conduct hardware and software inventory database maintenance and upkeep.
  • Assist with maintaining the service catalog.
  • Assist with building and maintaining the Knowledge Base.
  • Assist with desktop installations as needed.
  • Assist with onboarding / offboarding tasks.


  • Associates degree or equivalent experience
  • CompTIA, A+, HDI, ITIL Training preferred
  • 1 – 2 Years IT Technical support experience

Additional Information


A career opportunity with M3 USA offers competitive wages, and benefits such as:

  • Health and Dental
  • Life, Accident and Disability Insurance
  • Prescription Plan
  • Flexible Spending Account
  • 401k Plan and Match
  • Paid Holidays and Vacation
  • Sick Days and Personal Day

*M3 reserves the right to change this job description to meet the business needs of the organization

M3 USA is an equal opportunity employer, committed to the principles of inclusion and diversity for all employees and to providing employees with a work environment free of discrimination and harassment.

All employment decisions at M3 USA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical or mental disability, medical history or genetic information, sexual orientation, gender identity and/or expression, marital status, past or present military service, family or parental status, or any other status protected by the federal, state or local laws or regulations in the locations where we operate.