Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

Duties and Responsibilities:

Provide assistance to end users via both remotely and in-house with a professional courteous manner for IT issues including but not limited to Desktop/Laptop Operating Systems (XP, 7) , Microsoft Office applications, VPN issues, Internet connectivity, Viruses, Outlook, Third-Party Applications, Printers, Blackberry BES/BIS, Active Directory (Add/Modify Users), Backups;

Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and application, imaging;
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals;
Document all pertinent end user identification information using ticketing and inventory systems;
Prioritize and schedule problems;
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution;

Perform diagnostic utilities to aid in troubleshooting;
Identify and learn appropriate software and hardware used and supported by the organization;
Perform post-resolution follow-ups to help requests;
Evaluate documented resolutions and analyze trends for ways to prevent future problems;
Develop help sheets and frequently asked questions lists for end users;

Provide helpdesk support for all location and remote field staff;
Escalate service requests that require engineer level support;
Work on objectives and projects and follow specific help desk procedures; and
Report to manager on issues and progress of work.
Maintain compliance with Inovalon’s policies, procedures and mission statement;

Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position;
Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company;
Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and
We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.

Job Requirements:

Knowledge of basic computer hardware, including (but not limited to) servers, desktops, laptops, tablets, and printers;
Experience with desktop and server operating systems, including Windows XP/7 and Windows 2003/2008;
Willingness to work towards understanding of the organization’s goals and objectives and support these through customer service;
Experience in a Team-Oriented collaborative environment;

2+ years of technical knowledge in networking and systems;
Strong customer service and interpersonal skills;
Ability to communicate professionally and effectively with end users, team members and manager;
Ability to multitask and complete objectives within specified time frames;
Detail-oriented; and

Preferred industry certifications: CompTIA A+, Net+.

Physical Demands and Work Environment:

Sedentary work (i.e., sitting for long periods of time);

Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
Subject to inside environmental conditions; and
Travel for this position will include less than 5% locally usually for training purposes.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. Inovalon is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.

By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.

Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.

The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.

Service Desk Analyst I

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