Service Desk Support Specialist Job at Healthmap Solutions
Company Background
Healthmap Solutions is the future of specialty health management that focuses on progressive diseases, with a particular expertise in kidney health populations. Healthmap Solutions uses clinical big data resources and high-powered analytics to power complex specialty health management programs. Healthmap Solutions is a diverse, growing company committed to our clients and our employees. We are champions for better health, for those who need us most.
Position Summary
The Service Desk Specialist provides support to the enterprise to ensure a high degree of customer support satisfaction. The candidate must be able to work in a dynamic environment, including triaging and prioritizing incidents, requests and project work while providing strong and professional customer service for internal customers, including executives.
Responsibilities
No Travel
Americans with Disability Specifications: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
As an Equal Opportunity Employer, we will not discriminate against any job candidate or employee due to age, race, religion, ethnicity, national origin, gender, gender identity/expression, sexual orientation, disability, familial status, veteran status, marital status, parental status, or pregnancy. In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.
Healthmap Solutions is the future of specialty health management that focuses on progressive diseases, with a particular expertise in kidney health populations. Healthmap Solutions uses clinical big data resources and high-powered analytics to power complex specialty health management programs. Healthmap Solutions is a diverse, growing company committed to our clients and our employees. We are champions for better health, for those who need us most.
Position Summary
The Service Desk Specialist provides support to the enterprise to ensure a high degree of customer support satisfaction. The candidate must be able to work in a dynamic environment, including triaging and prioritizing incidents, requests and project work while providing strong and professional customer service for internal customers, including executives.
Responsibilities
- Work with major incident manager to address recurring problems
- Resolve assigned open incidents and service requests related to workstations and other endpoints involving hardware or software, networking, active directory, and other IT related issues that have an impact on desktop and network performance within a
- prescribed timeframe
- Prepare or assist in preparing draft documentation for troubleshooting procedures and information on new or non-standard situations for incorporation into knowledge management publications
- Function as Tier 2 escalation point for service desk questions and tickets
- Perform device imaging as needed and required
- Configure Laptops, Desktops and Printers
- Install, configure and upgrades applications, desk phones, headsets and other assigned hardware, software, and applications
- Add, move and/or replace workstations, printers, PCs, laptops, and other computer equipment as assigned
- Provide onsite or remote assistance to equipment users
- Act as the Secondary Central Business Office support
- Diagnose network issues specifically Wi-Fi within the corporate environment
- AS or BA/BS in Computer Science or related field and/or equivalent combination of experience and education
- Minimum of two (2) years’ experience working in Desktop support operations and/or service desk
- Entry-level asset lifecycle management experience
- A thorough understanding of Desktop Support best practices, Microsoft and Apple hardware, ITIL incident management techniques
- Minimum of two (2) years’ experience supporting customers and clients both in-person and remotely, using all tools available to accomplish the task
- Minimum if five (5) years’ experience with the MS Office product suite, Office 365 Administration experience necessary. Troubleshoot and resolve issues with Windows operating systems (Win10) and Mac OS. Troubleshoot common application, network, email,
- webmail, etc. issues
- Manage/Structure objects within Active Directory Users and Computers
- Azure AD experience preferred
- Manage/ Created Group Policy Objects
- Familiar with encryptions concepts
- Experience scripting via PowerShell and creating batch files
- Ability to use, manage and support current anti-virus/malware software including removal and mitigation of intrusions (tools such as or similar to Rapid7, CrowdStrike, and Sophos)
- Ability and aptitude to learn and apply environment specifics such as
- Microsoft domains
- Remote support
- Peripheral devices
- DNS
- DHCP
- Software installations (local/ remote)
- Printer (local and Network-connected) installations
- Job requires hours that may occasionally exceed 8 hours per day or 40 hours per week and includes some non-traditional work hours especially during times of peak activity
- Occasional after-hours support will be necessary
- Proof of full Covid-19 vaccination
- Working knowledge and proficient understanding of current computer technology
- Strong communication skills and the ability to flex communication style to be appropriate for the audience
- Excellent listening, facilitation, and conceptual thinking skills
- Ability to think critically
- Exceptionally strong customer service, interpersonal, presentation, and communication skills
- Ability and desire to thrive in a very fast-paced, team-oriented environment
- Ability to meet tight deadlines and multi-task, while executing projects in a fast-paced environment
- Strong attention to detail and organizational skills
No Travel
Americans with Disability Specifications: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
As an Equal Opportunity Employer, we will not discriminate against any job candidate or employee due to age, race, religion, ethnicity, national origin, gender, gender identity/expression, sexual orientation, disability, familial status, veteran status, marital status, parental status, or pregnancy. In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.
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