System Support Associate

7 months ago

Plymouth Meeting, United States Health Advocate Full time

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Join our award winning team

2023 Awards:

· National Customer Service Association All - Stars Award: Service Organization of the Year.

· Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

BASIC FUNCTION

As a Systems Support Associate, you will be responsible for providing front line support for Health Advocate’s desktop, telecommunications and systems infrastructure. Responsibilities include resolving 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, troubleshooting questions within scope of the position when possible; coordinate new set-ups; monitor the status of support desk tickets ensuring they are completed in a timely manner. The continued success of Health Advocate employees depends on expert and timely support.

MAJOR JOB FUNCTIONS

Manage resolution of inbound technical support calls, email, and web-based support requests quickly, professionally and efficiently Tracking, managing, updating, and reporting of tickets. Engage as part of a call queue and ensure your Average Speed of A nswer (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. Work in a fast-paced environment Provide back up for departmental functions with recurring task requirements.

Team Interfaces/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts.

Cooperate with team members to meet goals or complete tasks Provide quality customer service that exceeds customer expectations and improves level of service being provided Treat all internal/external customers, team members and department contacts with dignity/respect Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

Mental and Physical Requirements

This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers  The nature of the work in this position is sedentary and the incumbent will be sitting most of the time. Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day

RELATED DUTIES AS ASSIGNED

The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents Consequently, job incumbents may be asked to perform other duties as required Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above Please contact your local Human Resources to request a review of any such accommodations.

MINIMUM QUALIFICATIONS

Applicant for this job will be expected to meet the following minimum qualifications.

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 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

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

Experience

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. Management experience a plus

Other

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. No regular travel required.

Requirements

High school diploma or GED required. Associates degree from an accredited college or university in computer science, MIS or a related field preferred. Equivalent work experience in a similar position may be substituted for educational requirements. Minimum two years’ experience with Windows operating systems and hardware required Excellent troubleshooting skills Excellent communication and interpersonal skills Intermediate knowledge of MS Word, Excel, and Outlook required Networking knowledge a plus Desire and ability to learn Ability to work independently and be a strong team player Strong time management, organizational and technical skills Ability to lift and move computer equipment (up to 40 lbs.) Prior help desk/systems support experience a plus Industry certifications related to job duties preferred a plus (e.g., CompTIA A+, Network+, etc)

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