• Job Description

  Req#: 1346938
  Job Summary:
  
  
  The individual contributor is primarily responsible for providing first level support to resolve problems with network/telephony products and applications, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors under the guidance of more senior team members.
  
  Essential Responsibilities:
  
  
  
  
  • Completes work assignments by following procedures and policies, and using data and resources; collaborating with others to address business problems; adhering to established priorities, deadlines, and expectations; communicating progress and information; occasionally identifying and recommending ways to address improvement opportunities; and escalating issues or risks as appropriate.
  
  
  • Pursues self-development and effective relationships with others by sharing information with coworkers and customers; listening and responding to performance feedback; acknowledging strengths and weaknesses; and adapting to and learning from change, difficulties, and feedback.
  
  
  • Follows procedures for incident escalation and notification to leadership.
  
  
  • Follows standard operating procedures.
  
  
  • Provides first level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
  
  
  • Supports efforts to analyze and prioritize incoming requests and alerts.
  
  
  • Supports troubleshooting efforts in conjunction with customer to identify routine problems.
  
  
  • Escalates routine problems, as necessary, to appropriate resource (e.g., support team, vendor).
  
  
  • Supports tracking and documentation of details of problems, status of service requests, and resolutions.
  
  
  • Reviews information (e.g., procedures, installation, configuration) related to new technology.
  
  
  • Provides the knowledge repository for routine technical support.
  
  
  • Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
  
  
  • Supports the documentation of workarounds for problem records and changes to proactive processes.
  
  
  • Resolves non-complex problems under the guidance of others.
  
  

• About the company

  Providing high-quality, affordable health care services and improving the health of our members and the communities we serve.

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