Service Desk Support II

Job Requirements

Collaborate with peers to ensure on-time delivery and follow-through of service level agreements for internal customers. Escalate issues as appropriate to resolve in timely manner. Provide 1st level Service Desk/Helpdesk support to employees and contractors responding to phone calls, emails, and face to face support. Ability to demonstrate taking 1st tier support to a 70% first contact resolution before involving 2nd. Communicate and work with various vendors for routine and ad hoc service on equipment. This includes asset disposal, printer support and other needs. Create and update desk level procedures. Update team with changes when appropriate and educate internal customers when collaborating with them to resolve issues or concerns. Accurately complete laptop imaging for lifecycle replacement. Participate in the on-call rotation for after-hour support. Effectively collaborate and communicate with team, employees, vendors, and contractors. Maintain security conscious approach for solutions developed and implemented. Ability to take lead on a technology for implementation and support. Other duties as assigned.

Other Experience And Qualifications

3+ years\' experience in computer hardware and software support. Experience in a healthcare or health insurance environment preferred.

Application Instructions

Apply online.