As a IT Support, Analyst Desktop Support, you play a critical role in executing Evolent Health’s mission by supporting our internal and external users and providing Desktop Support, network, and other IT related services. You are responsible for troubleshooting routine and non-routine problems – including desktop and application software support, print services, email, and hardware versus network issues through a combination of onsite and remote support. You will also use specific IT skills and abilities to identify, develop, and maintain technologies where they most make sense.

One of the requirements for this position is a passion for serving customers with an ability to adapt quickly and engage in both problem resolution and problem prevention. We expect you to be a self-starter, technically adept, able to work independently and within a team, and have a friendly positive attitude.

Responsibilities:

  • Support of laptops, Chromebooks, and Zero Client.
  • Work with Information Security and Desktop Security teams to remediate vulnerabilities within laptops, Chromebooks, and Zero Client.
  • Install/ upgrade/ troubleshoot all end user workstations, both physical and virtual, ensuring proper configuration and network connection.
  • IT Asset allocation, tracking & Asset replacement.
  • Provide support for multiple enterprise applications including but not limited to Microsoft Office365, Internet browsers, Amazon Workspaces, and department-specific applications
  • Provide Audio Video conferencing support in meeting rooms.
  • User account creation & termination in AD and O365 and handle other end-user onboarding & offboarding activities.
  • Provide technical assistance, including problem replication, triage, and resolution of issues.
  • Respond to customer requests/incidents received and provide IT support including but not limited to password resets, hardware/software troubleshooting, equipment requests, etc.
  • Remotely access, diagnose, and remediate vulnerabilities utilizing remote control tools such as Ivanti Endpoint Manager, Ivanti Neurons, Meraki, Teams, etc.
  • Utilize Active Directory to reset passwords, research equipment, and manage OU placement.
  • Collaborate with internal stakeholders, including team members from Systems Administrators, Networking, SharePoint, and other Business stakeholders when necessary for resolution of issues.
  • Monitor incident trends, provide research, documentation, and knowledgebase development.
  • Install software packages using Ivanti Endpoint Manager and Neurons.
  • Monitor your ticket queue and maintain continual communication with customers during the ticket resolution process.
  • Provide updates when requested, ensure tickets are kept up to date with detailed notes, and resolve tickets in a timely manner.
  • Provide support and/or coverage to meet queue needs based on department needs and team availability.
  • For critical issues that occur outside of normal business hours, you may be asked to participate in the resolution of issues.
  • Complete other projects and duties as assigned.
  • Consistently meet the SLA for IT Support.

Required:

  • 3+ years of experience in desktop support.
  • Technical knowledge of laptop PCs, zero clients, virtual workstations, Microsoft Windows OS and networking.
  • Experience with JIRA, Ivanti Service Manager, or equivalent incident management system.
  • Remote control software experience (Teams, WebEx, Cisco Meraki, Ivanti Neurons, Ivanti Endpoint Manager).
  • Experience with Active Directory, Encryption services, Amazon Workspaces, and Office365.
  • Application troubleshooting experience.
  • Ability to provide professional and quality customer service via phone, email, and chat.
  • Excellent written and oral communication skills, along with collaborative team skills.
  • Well-developed organizational skills and the ability to handle multiple duties and priorities simultaneously in a fast-paced environment.
  • Ability to communicate and work with technical and non-technical audiences, including the ability to modify communication style to match the appropriate level of the audience targeted, with strong understanding of the impact of a message on the organization or customer.
  • Ready to work in shift and provide on-call support.

Preferred:

  • Experience supporting Chromebooks.
  • Experience in the Healthcare industry.
  • Experience working with remote global support team.
  • Experience with Ivanti Endpoint Manager, Service Manager, and Neurons.

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