Desktop Support Specialist (45617)

Description

WHO WE ARE:

GlobalHealth is a fast-growing Medicare Advantage HMO health insurer. We aspire to be the employer of choice in our industry, attracting and retaining a highly talented workforce. Our passion is Genuine Care and Optimal Health for the members we serve. We are unique by providing high touch, high value and a partnership to our members. We go above and beyond to provide personalized, engaging, and responsive services to our members. We work hard to offer affordable health insurance coverage with the benefits people truly want and need. It is our hope to be more than just a health insurance company we want to be long-term partners with our members. We are looking for future employees who exude our core values of taking accountability through ownership, being driven, innovative and who have a passion for continuous learning.

Who You Are

The Desktop Support Specialist III will be responsible for providing remote and onsite support to clients for a variety of technology related issues. The Specialist works directly with clients and will also assist upper-level engineers and consultants to ensure that our users needs are consistently being met. Due to daily interaction with our clients, it is essential for the Specialist to deliver excellent technical support and customer-care services during each interaction

Essential Job Functions

• Provides Level 3 service desk support involving a variety of service desk, desktop, telephone, and remote support with a range of IT project work.
• Maintains and improves service level agreements (SLA) and ITIL standards, takes part in hardware roll outs, and suggests improvements to the IT infrastructure.
• Takes ownership of tickets from beginning to end.
• Resolves 70%+ tickets without escalation, escalating to Tier 3/Infrastructure when needed.
• Updates service desk tracking system records in a timely manner, with associated information pertaining to the full life cycle of the support call.
• Ensures the client is kept fully up-to-date on outstanding issues.
• Troubleshoots common IT software products and systems.
• Ensures incidents are resolved within defined SLA.
• Raises awareness of regular repeat incidents.
• Raises problem records for investigation.
• Liaises between Level 1,2 to support to find solutions to issues.
• Creates and maintains department policies and procedures.
• Must maintain confidentiality of business information, including Protected Health Information (PHI), as required by HIPAA and company policy.
• Performs other duties as assigned.
• Coach and add guidance to less-experienced professionals.
• Recommend Helpdesk operational improvements for increased efficiency and effectiveness
• Works with vendors to implement, troubleshoot, and support various applications
  
  

Qualifications

EDUCATION AND EXPERIENCE:

• High school diploma or equivalent
• A+ Certification or Associate Degree preferred
• Two-four years working on a service desk in a professional environment
• Demonstrated ability to coach others
• Demonstrated experience attempting to duplicate problems and define root causes and documenting new fixes
  
  

Knowledge, Skills And Abilities

• Familiar with ITIL standards and SLA measures
• Good technical aptitude and analytical skills for troubleshooting
• Strong interpersonal skills, good written and oral communication skills, and a team player
• Troubleshooting skills of common Microsoft products (i.e. Office, Outlook)
• Knowledge of PC break fix, builds, and software installations
• Use of a Ticket Management system
• Working knowledge of Active Directory, Azure AD, and Office 365 Administration.
• Ability to execute duties and responsibilities in an organized and effective manner
  
  

Work Environment

• Work is normally performed in a climate-controlled office environment, where exposure to conditions of extreme temperatures, poor ventilation, fumes, and gases is very limited
• Noise level is moderate and includes sounds of normal office equipment (computers, printers, telephones, etc.)
• Duties are performed while standing, walking, bending down, and sitting. Most duties can be accomplished while sitting.
• Work includes occasional pushing, pulling, lifting, and carrying of objects weighing up to 50 pounds (computer equipment, computer paper, files, etc.)
• Duties require finger dexterity, eye-hand coordination, and normal range of vision and hearing for the safe operation of computer equipment
  
  

Travel

Travel to CH locations, as well as occasional trips to the Tulsa office

Supervisory Responsibility

This position does not have any supervisory responsibilities

Other Duties

• Must maintain confidentiality of business information, including Protected Health Information (PHI), as required by HIPAA and company policy.
• Performs other duties as assigned.