Associate Technical Support Analyst Tier-1 IT helpdesk Onsite day 1

2 weeks ago

Ontario, United States Diverse Lynx Full time

This position will serve as the call center's first point of contact for providers seeking technical assistance over the phone or email. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Provide effective communication to the customers. Direct unresolved issues to the next level of support. Log and record issues and resolutions. Follow-up and update customers with status and information.

  • Remotely Diagnose, Troubleshoot and Resolve a wide variety and range of hardware and software related problems with operating systems, applications (including vendor software packages), and network configuration.
  • Prioritize and manage heavy workload in a dynamic and diverse environment. Work with minimal direction but remain focused on critical Service Level Agreement and priority items.
  • Coordinate new users access needs and security changes. This will include coordination with internal IT leadership to establish system access and communicate back to user with relevant user ID and password information.
  • Adapt to new technologies, process new information and help customers through technological changes. Improves and implements procedures as needed and/or assigned.
  • Assure necessary security of all IT assets. This will include physical security of equipment, data, and software, as well as assuring appropriate backup of data and programs.
  • Ensure that all assets are properly tracked and documented for management audit and legal purposes.
  • Consistently works to develop and maintain positive and professional relationships with all internal and external customers.
  • Supports the vision and values of Optum and abides by all policies and procedures.
  • Min 30-40 calls per day.
  • Must be able to learn complicated applications to provide customers instruction and help to navigate.
High volume L1 Helpdesk experience (note: goal is first call resolution)

Ideally 30-50 calls per day (note: this may vary depending on complexity of calls)
Customer service skills: Engaging, upbeat, inquisitive (note: candidates should be able to ask probing questions and provide clear, concise answers without rambling or going off topic)
familiar with Active Directory (AD)
Familiar with tools to remotely connect to an end users machine (laptop or desktop) for troubleshooting
familiar with Citrix (receiver, VDI, Workspace, etc.)
familiar with imaging devices? (laptops or desktops)

Requirements:
  • Advanced knowledge of Microsoft Office products, Windows Operating System, backup software applications, Cisco Hardware and Software, Microsoft SharePoint technologies and Client hardware platforms along with other related technical skills.
  • Advanced knowledge of EMR Systems, Epic, AllScripts, and other medical applications and patient workflow.
  • In-depth knowledge of PC hardware and peripherals
  • In-depth knowledge of the Windows Operating Systems, VPN's
  • Possess the ability to perform advanced technical installation, upgrade and troubleshooting on desktops, laptops or servers
  • Understanding of Claims and Authorization processes is a plus.
  • Strong understanding of IT Communications and other protocols relevant to trouble shooting client host connections
  • Experience in Active Directory, Exchange, Cisco Finesse and Citrix
  • Ability to communicate effectively, both orally and in writing.
  • Ability to analyze and create solutions based upon data available.
  • Ability to use time and resources effectively and efficiently to complete work and special projects as assigned.
  • Have strong deductive skills in analyzing problematic systems and developing stop-gap or permanent solutions.
  • Able to prioritize Call Coverage and Ticket Ques in a high-pressure environment.
  • Experience MF +
  • Experience ServiceNow required
  • Experience with Citrix required
  • Possess any of the following certifications; A+, Microsoft MCP or MCSE, Comptia Network+ or a Cisco CCNA.
  • Candidate must be able to demonstrate a firm understanding of how to troubleshoot hardware, software, and networking issues.
  • Candidate must have a firm understanding of basic networking principles.
  • Candidate must have very strong written and verbal communication skills.
Minimum Requirements:
  • Working on or possess an Associate's Degree OR High School Diploma/GED + minimum of 3 years of full-time work experience in Information Technology, or related field.
  • 3+ years of experience with providing IT ServiceDesk Technical Support via Phone
  • 3+ years of experience installing software applications and performing hardware upgrades on desktop computers within a business environment as well as server infrastructure.
  • 3+ years of experience installing and supporting networked devices such as printers and scanners.
  • Candidate must be able to demonstrate a firm understanding of how to troubleshoot hardware, software, and networking issues.
  • Candidate must have a firm understanding of basic networking principles.
  • Candidate must have very strong written and verbal communication skills.
  • Candidate must be willing and able to travel off-site to provide IT Support.
(within a 50-mile radius)

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.

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