• Job Description

  Req#: 2373

  Description

  Position Purpose:

  The Systems/Desktop Support Services II position responds to and resolves customer technical inquiries and issues via e-mail, phone, chat or in-person. Assist customers with installation and advanced issue resolution. Utilizes a database of technical product information to inform decisions and recommendations. Recommends maintenance and configuration best practices that improve product usability, performance, and customer satisfaction. Records client interactions, including inquiries, complaints, comments, and actions taken. Responsible for completing technical projects from start to finish with minimal assistance from the IT Customer Service Manager or Supervisor. Duties involve responding to end users promptly and professionally, accurately documenting issues and resolutions, and collaborating with other technical groups to solve complex technical problems. Software and Systems administration support in collaboration and under the direction of the Systems Management team

  Organization:

  This position reports to the IT Customer Service Manager.

  Essential Job Functions include the following. Other duties may be assigned.

  • Works closely with leadership to ensure issue tracking and proper assignment of tasks.
  • Provides advanced Tier II support to associates and clients.
  • Basic to intermediate Software and Systems Administration
  • Provides On-Call support as necessary.

  Required Knowledge & Experience:

  • 2-4-year work experience in providing outstanding customer service through technical support of both software and hardware in a professional office environment.
  • Mobile device management.
  • Advanced knowledge and proficiency of Windows, Office 365, Exchange, Adobe and SAAS applications.
  • Agile problem-solving abilities to respond to a dynamic work environment.
  • Ability to independently research and apply advanced troubleshooting techniques.
  • Advanced hardware and software troubleshooting skills.
  • Remote Support Tools, ITSM knowledge bases and ticketing systems
  • Networking background to include moderate troubleshooting abilities.
  • Understanding of networking principles Inc. TCP/IP, Firewalls, IPV4/6, DNS

  • Knowledge and proficiency in securing IT environments, Inc. VPN and MFA management
  • Detail oriented, with a high sense of urgency.

  Preferred Knowledge & Experience:

  • CompTIA A+ or Network + certifications are preferred. Any additional technical certifications are a plus (MCP, MTA, MCSA, MOS)
  • Bachelor's degree in an Information Technology-related field is preferred; however, equivalent years of relevant experience will also be considered.
  • Experience with automation scripting.
  • Experience in managing and supporting endpoint solutions.

  General Areas of Accountability:

  • Follow HIPAA guidelines for protecting the privacy and security of sensitive personal and/or health information.
  • Follow Signature expected acceptable use to protect propriety and company owned information.
  • Complete annually required Privacy and Security Training

  PERFORMANCE MANAGEMENT:

  All Signature Performance associates are subject to regular performance management to determine if skills and training requirements are suitable for the position.

  Machines and Equipment:

  The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copiers and fax machines.

  SECURITY REQUIREMENTS:

  • U.S. Citizenship or naturalized citizenship is required for this position.
  • All work on all positions at Signature Performance must be completed in the continental United States, Alaska, or Hawaii.

  Physical Activity:

  The incumbent must be able to finger, grasp, feel, see, sit, hear, and speak. This position is sedentary in nature with minimal lifting requirements.

  WORKING CONDITIONS:

  The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required.

  Remote Eligibility: This position is Ad-hoc remote eligible. Eligibility is determined by Management or Talent Operations.

  The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

  Qualifications

  • U.S. Citizenship or naturalized citizenship is required for this position.
  • All work on all positions at Signature Performance must be completed in the continental United States, Alaska, or Hawaii.

• About the company

  Signature Performance provides high performance administration services to the private and public healthcare industry, bending the curve of healthcare costs.

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