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Technical Support Specialist

2 months ago


Plymouth Meeting, Pennsylvania, United States Health Advocate Full time
About the Role

Health Advocate is seeking a highly skilled and motivated Systems Support Associate to join our team. As a key member of our IT department, you will be responsible for providing front-line support for our desktop, telecommunications, and systems infrastructure.

Key Responsibilities
  • Resolve technical support issues while documenting problems accurately and troubleshooting issues that may arise.
  • Create tickets for support desk requests via phone, email, or in person, and troubleshoot questions within scope of the position when possible.
  • Coordinate new set-ups and monitor the status of support desk tickets ensuring they are completed in a timely manner.
  • Manage resolution of inbound technical support calls, email, and web-based support requests quickly, professionally, and efficiently.
  • Track, manage, update, and report on tickets.
  • Engage as part of a call queue and ensure your Average Speed of Answer (ASA) maintains at low levels.
  • Handle resolution of multiple issues on a given day.
  • Troubleshoot desktop, phone, telephony, and call center application issues.
  • Responsible for setting up new laptops, desktops, WYSE terminals, including systems configuration and application installs.
  • Responsible for supporting administrative aspects of Health Advocate systems, including Microsoft Windows, MAC, Linux, VPN, Citrix, Microsoft 365, and custom application support.
  • Systems imaging, software installations, software and hardware fixes.
  • Responsible for collaborated management of Asset Management and tagging of devices.
Requirements
  • Medium to strong technical background with a solid history of delivering outstanding customer service and support.
  • Ability to interact effectively with peers, business users, and all levels of management.
  • Very strong organizational, task management, and prioritization skills, along with the ability to display a strong sense of urgency.
  • Ability to work with minimal supervision in a fast-paced, dynamic environment.
  • Good communication skills, as well as the ability to multi-task.
Education and Experience
  • High School Degree or GED required.
  • Bachelor (4-year) degree, with a technical major, such as engineering or computer science.
  • MCSA or MCSE Certification is a plus.
  • 5+ years' experience administering Windows servers and networks.
  • 5+ years' experience working with Active Directory Users and Computers.
  • 5+ years' experience working with Citrix environments.
  • 5+ years' experience working with Mobile devices and Mobile Device Management.
  • 5+ years' experience working with desktop setups, imaging, and deployment.
Other Requirements
  • Must score acceptably on job-related testing.
  • Based on program, may need to be bilingual in English, Spanish, etc.
  • Responsibilities sometimes require working evenings and weekends, usually with advance notice but sometimes with little advanced notice.