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Technical Support Specialist
2 months ago
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.
- 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.
- 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.
- 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.