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IT Support Technician

2 months ago

Wayne, Pennsylvania, United States Valenz Full time
Job Overview

Valenz Health is dedicated to simplifying the intricacies of self-insurance for businesses through a strong focus on data transparency and decision-making capabilities, driven by its Healthcare Ecosystem Optimization Platform. With a solid foundation rooted in clinical and member advocacy, along with extensive experience in claims reimbursement and payment integrity, Valenz enhances healthcare for providers, payers, plans, and members. By establishing genuine transparency and delivering data-driven solutions that improve costs, quality, and outcomes, Valenz actively engages stakeholders for smarter, more efficient healthcare.

Position Summary
As an IT Support Technician, your role will involve providing comprehensive IT assistance both remotely and on-site to end users and executives. You will be responsible for creating IT documentation and standard operating procedures (SOPs). Your contributions will be vital in addressing end-user challenges and escalating issues to Level 2 technicians when necessary. Collaboration with the IT Service Desk team will be essential to ensure prompt and effective support for Valenz staff, meeting their needs efficiently.

Key Responsibilities:

  • Resolve End User Issues:
    • Deliver on-site and remote IT support to Valenz staff and executives, ensuring a positive user experience.
    • Utilize the internal ticketing system to track and manage IT support requests from Valenz users.
    • Diagnose and resolve widespread issues related to O365, encryption tools, endpoint management, and application access.
    • Escalate IT tickets to Level 2 technicians as required.
  • Manage Hardware Lifecycle:
    • Format and securely store returned laptops in designated locations.
    • Image new laptops and reimage devices being reissued.
    • Minimize downtime during emergencies involving hardware.
    • Assist with devices needing remediation to ensure compliance with Valenz standards.
  • Documentation and SOP Development:
    • Create and maintain standard operating procedure documentation for the IT department.
    • Contribute to the development of an end-user wiki for self-service support.
    • Migrate and update existing documentation to a new platform.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Qualifications:

  • Experience in a fast-paced, fully remote support environment.
  • 3+ years of experience in a technical support role, providing both on-site and remote assistance.
  • Ability to work independently as well as collaboratively within a team.
  • Strong knowledge of Active Directory, Group Policy, and O365 administration.
  • Proficiency with Windows OS and Microsoft applications.
  • Ability to perform well under pressure.

Preferred Qualifications:

  • Bachelor's degree in computer science, IT, business, or a related field.
  • Experience working with executive-level personnel.
  • Familiarity with Microsoft Azure.
  • Experience with Mobile Device Management (MDM) and Remote Monitoring and Management (RMM) tools.
  • Proficiency with command-line tools.
  • Microsoft 365 Certification.

Work Environment:
This position offers a hybrid work model, allowing for a combination of in-office and remote work.

Why Valenz?
At Valenz, we are committed to delivering on our promise to engage proactively for smarter, better, and faster healthcare. We strive to ensure that everyone within our ecosystem is strong, vigorous, and healthy. Join us for limitless growth opportunities as we advance together. If you are eager to leverage your skills and passion to make a significant impact in the healthcare self-funded space, Valenz could be the ideal fit for you.

Benefits:

  • Comprehensive company-sponsored Medical, Dental, and Vision insurance.
  • Flexible spending account options: HSA, FSA, and DCFSA.
  • 401K with company match and immediate vesting.
  • Flexible working conditions.
  • Generous Paid Time Off, including Vacation, Sick leave, and Paid Holidays.
  • Paid maternity and paternity leave.
  • Opportunities for community engagement, including paid time off for volunteer activities.

Valenz is dedicated to fostering an inclusive environment for all associates, partners, and products. We uphold the principle of equal employment opportunity and provide a workplace free from discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to any protected status.