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Public Trust At Cognosante, we help create a safe, healthy, more equitable nation for all. Federal agencies who deliver exceptional public services and programs choose us for our innovative mindset and unwavering dedication to moving their missions forward. Applying practical expertise to build solutions that leverage leading technologies, Cognosante partners with healthcare, civilian, and defense agencies to realize program outcomes and performance.
Whether we are modernizing systems, enabling greater access to public benefits, or delivering mission-critical programs, we innovate with purpose – touching the lives of millions of people. Are you ready to make a difference?
Come Join our Team on the Enterprise Centralized Service Desk. We are on a mission to provide world class service and support to our customers. In this role you will be able to provide much needed services to our veterans, their families, and their providers. You will have the exciting opportunity to learn, thrive, grow, and support others.
Job Description
Job Description
Section 2: What is the position?
Cognosante is looking for a Full Time Service Desk Analysts to work on the Service Desk, which is the first line of support for our customers. The ideal candidate possesses outstanding customer service, technical aptitude, and a desire to “own” customer incidents and requests to resolution. The Full Time Service Desk Analyst provides customer support, service and technical support through analysis and problem solving 100% over the phone, chat, and remote support in a high-volume call center environment. Since the Service Desk supports multiple clients in a shared services environment, the candidate should be comfortable learning multiple technologies, supporting multiple clients and their applicate software applications, understanding and applying each customer’s specific procedures and processes.
Section 3: What will I get to do?
The candidate can expect to walk callers through web site navigation for financial aid web sites, conduct advanced application support, troubleshoot electronic medical record transport errors, support Office 365, printing, WIFI, monitoring of alerts, and system provisioning. The Service Desk analyst is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The Technical Service Desk Analyst will create tickets, support medical patient records, provider communications, support referrals, and troubleshoot technical issues.
Key Responsibilities
- Provide 100% phone and remote technical support, or chat or through the Incident Management System
- Triage and work incoming Service Desk calls, chats, tickets
- Open a Samanage ticket for every call ensuring ownership of customer incidents and requests to resolution and ensure tickets are updated with accurate notes daily
- Support Microsoft, Apple, business and third-party applications
- Participate in on call after-hours and weekend support as needed
- Support Medical patient Record, Patient/Provider communications, Identity Access Mgt Software applications
- Support Medical Application Provisioning
- Support Community Care providers and medical participant organizations
- Trouble shoot medical patient records transport errors across the national gateway
- Monitor and Support Alerts
- Support Navigation of financial aid web site
- Ensure tickets are responded to and resolved within Service Level Agreements for each customer
- Support Windows operating systems of various versions including Windows 8 and 10
- Manage and support Office 365
- Create documentation for the Service Desk
Required Qualifications
- Associate degree in Computer Information Systems, Information Technology, related field OR equivalent experience (may substitute 4 years additional Service Desk or IT experience for degree)
- 2 years Help Desk or IT experience
- Solid technical and troubleshooting skills
- Candidate must have experience in explaining highly technical data and information in simplistic grade school language for end users of complex IT systems and projects.
- Candidate must be able to use a variety of word processing, spreadsheet, graphics and scheduling tools.
- Candidate must have experience in being able to gather and convert data into a written narrative.
- Excellent written and communication skills
- Exceptional customer service skills
- Experience creating support documentation
Candidates that do not meet the required qualifications will not be considered.
Additional Minimum Qualifications
- Experience with IT Service Management systems like ServiceNow or Samanage
- Help desk agent experience
- 6 months working knowledge of Active Directory
Preferred Qualifications
- HDI or ITIL certification
What We Offer
Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that:
- Ensure optimal health and productivity of our employees
- Support employee retention and attraction
- Provide work/life balance to ensure our employees succeed inside and outside of the office
Compensation
$21.18 - $31.78 The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees. It is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.
Cognosante will not provide sponsorship for employment-based immigration benefits for this position.
What We Promise
Cognosante employees are inspired by our bold mission to improve lives. To achieve this mission, we put our people first. No matter where they're located around the nation, our innovative workplaces enable individuals to apply their skills and experience to work toward a greater good.
We foster a winning culture of solution creators built on innovation, collaboration, flexibility, and work-life balance. And we invest in the next generation of diverse talent to foster an inclusive, progressive, adaptable workplace that prioritizes advancement for all. As an affirmative action employer, we are committed to equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails (@cognosante.com or @accurate.com).
We will never send communications through any other domain, including @cognosantecareers.com, @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at
jobs@cognosante.com
