Address
Form of workJob Description
OVERVIEW/GENERAL PURPOSE OF POSITION
The Enterprise IT Support Technician II is a technical position responsible for daily operation,
administration, monitoring, and maintenance support of local and remote technical applications,
computing infrastructure, data network, voice network, and end-user desktop environments. This
includes the administration and support of both hardware and software, maintaining and managing
applications deployed within the company. Perform a variety of troubleshooting, problem solving and monitoring tasks; log and track help desk requests as a primary user contact. Job functions include: Help Desk Tier II, Network Operations Center analysis, and Site Support desktop services. Also an active team member of cross-functional department with support for directory domain service and security administration, and facilitation of ITIL domains including: incident management, problem management, change management, asset management, configuration management, service level management, and data protection. This position involves fulfillment, maintenance, and administration of service request and ticket systems, infrastructure monitoring systems and tools. The position requires strict adherence to standard operating procedures, standards, and guidelines. Also, responsible for maintaining IT service level performance metrics, dashboards, and reports pertaining to system availability, trouble tickets, and service request activities.
ESSENTIAL DUTIES AND RESPONSIBILITIES
* Provide Help Desk and Site support services for applications, workstations, terminals, data network, telecom, printing/output, and other computing peripherals.
* Support and coordinate with software development department and business departments, including supporting the network administrators to ensure network availability.
* Enter all calls in the Help Desk tracking software, including detailed information.
* Monitoring and track help desk requests, communicate the status of problem resolution with user
* Participate in monitoring and maintenance of system key process improvements.
* Manage user, computer accounts and the Active Directory objects.
* Troubleshoot and resolve network hardware and software problems.
* Follow established policies, procedures and technology standards to ensure system availability
* Maintain and manage proper IT documentation.
* Maintain and manage computer, peripherals and presentation equipment.
* Responsible for receiving and responding to all Help Desk calls and emails acting as first line of contact for employees seeking computer assistance.
* Communicate with coworkers, management, staff, customers, and others in a courteous and
professional manner.
* Conform with and abide by all regulations, policies, work procedures and instructions.
* Respond promptly when returning telephone calls and replying to correspondence and faxes.
* Act, dress, and behave in a professional manner to reflect a positive image of the company.
* Respond promptly when returning telephone calls and replying to correspondence and faxes.
* Responsible for compliance with all federal, state and local laws, rules and regulations affecting
Company.
* Conform with and abide by all regulations, policies, work procedures and instructions.
* Responsible for participating in quality assurance, compliance and in-service and continuing education activities as requested by Company.
* Occasional travel may be required (less than 10%)
* Responsible for performing other duties and responsibilities, as required.
OTHER DUTIES AND RESPONSIBILITIES
* Develop and implement a framework to address NOC monitoring/alerting, business impact
assessment, Help Desk problem management, and IT service request workflow.
* Assist with development and maintenance of formal HelpDesk, NOC, and Site Support Desktop
knowledgebase, policies and procedures for consistency and increased productivity.
* Analyze and provide metrics to assist in improving all IT support areas.
* Analyze Help Desk, NOC, and Site Support trends and provide continuous improvement and flexibility of the support function to assure service exceeds end user expectations.
* Improve the efficiency of the Help Desk, NOC, and Site Support Specialist by arranging and/or
presenting training sessions.
* Review tickets daily for accuracy, policy adherence, and feedback opportunities.
* Develop and distribute IT reports and metrics.
* Support all Service Desk related projects, providing regular updates to the project stakeholders.
* Ensure technician adherence to company and IT policies and procedures.
Education and Experience
Required IT support education, training, licenses, accreditation or certification
and number of years and type of directly related experience. If applicable, please identify if an alternate "equivalency" of a combination of education and experience is sufficient.
Preferred Degree: Associates or Bachelor
Major/Area of Study: Computer Science/ MIS
Number of years of experience: 3 years
BA degree and/or equivalent combination of education and experience. At least 3-5 years experience in a Help Desk/Desktop support in an enterprise environment.
Type of experience:
* Ticket and service request fulfillment
* Site support desktop management
* ITIL and PMP best practices
* Experience communicating with and supporting IT end users
* Experience identifying and troubleshooting hardware and software problems
* Experience working in a team environment
* Experience managing vendor/supplier relationships and service levels
Knowledge, Skills, and Abilities
* Certifications (eg. ITIL, CompTIA A+/Network+/Security+, Microsoft certs, etc.)
* Knowledge of SCCM (or similar deployment software)
* Knowledge of TCP/IP and basic switching, routing, and firewall concepts
* Knowledge of Microsoft Windows desktop and server operating systems (eg. WinXP, Win7, Win8,
Win10, WinSvr 2003/2008/2012/2016)
* Knowledge of MS Active Directory structures, objects, security, and administration
* Knowledge of MS Terminal Services, IIS, Exchange, and SQL database concepts, a plus
* Knowledge SNMP, RMON, ping, traceroute, nslookup, and other network management protocols,
utilities, and topics
* Knowledge of anti-virus, anti-malware, and anti-SPAM solutions
* Knowledge of desktop imaging and backup technologies
* Knowledge of thin terminal technology (Wyse, MS terminal services)
* Knowledge job and task scheduling concepts
* Knowledge of MS Office application suite (Office 2007/2010/2016)
* Knowledge of time management and tracking concepts
* Knowledge of telecom concepts (TDM, VoIP, H.323, and SIP), a plus
* Knowledge of Unix/RHEL Linux operating systems, a plus
* Ability to analyze trends and implement an efficient reporting mechanism or process
* Ability to prioritize assignments and handle multiple tasks
* Ability to organize work activities and job functions to ensure timely completion of tasks on a daily, weekly and monthly basis
* Ability to interface effectively with other departments, staff, and associates at all levels
* Ability to make sound decisions after considering facts and weighing alternatives
DISCLAIMER
This job description is intended to describe the typical duties and responsibilities associated with the identified job. It does not include all duties and responsibilities of the position. The Board of Directors or Company officers may assign additional duties that are not listed in this job description. The order in which duties and responsibilities are listed does not necessarily reflect their relative importance.
About Us
WHO WE ARE
Convey Health Solutions manages a myriad of administrative needs and make it easier for health plans to operate and provide valuable experiences for their members. How so? We focus on building specific technologies and services that uniquely meet the needs of government-sponsored health plans.
OUR MISSION
To improve health plan operations and elevate the customer experience.
OUR VISION
Empowering health plans to excel through technology, service and advisory experience.
OUR VALUES
Integrity First - Inspired Teamwork - Compliance Matters
Equal Opportunity Employer
OVERVIEW/GENERAL PURPOSE OF POSITION
The Enterprise IT Support Technician II is a technical position responsible for daily operation,
administration, monitoring, and maintenance support of local and remote technical applications,
computing infrastructure, data network, voice network, and end-user desktop environments. This
includes the administration and support of both hardware and software, maintaining and managing
applications deployed within the company. Perform a variety of troubleshooting, problem solving and monitoring tasks; log and track help desk requests as a primary user contact. Job functions include: Help Desk Tier II, Network Operations Center analysis, and Site Support desktop services. Also an active team member of cross-functional department with support for directory domain service and security administration, and facilitation of ITIL domains including: incident management, problem management, change management, asset management, configuration management, service level management, and data protection. This position involves fulfillment, maintenance, and administration of service request and ticket systems, infrastructure monitoring systems and tools. The position requires strict adherence to standard operating procedures, standards, and guidelines. Also, responsible for maintaining IT service level performance metrics, dashboards, and reports pertaining to system availability, trouble tickets, and service request activities.
ESSENTIAL DUTIES AND RESPONSIBILITIES
* Provide Help Desk and Site support services for applications, workstations, terminals, data network, telecom, printing/output, and other computing peripherals.
* Support and coordinate with software development department and business departments, including supporting the network administrators to ensure network availability.
* Enter all calls in the Help Desk tracking software, including detailed information.
* Monitoring and track help desk requests, communicate the status of problem resolution with user
* Participate in monitoring and maintenance of system key process improvements.
* Manage user, computer accounts and the Active Directory objects.
* Troubleshoot and resolve network hardware and software problems.
* Follow established policies, procedures and technology standards to ensure system availability
* Maintain and manage proper IT documentation.
* Maintain and manage computer, peripherals and presentation equipment.
* Responsible for receiving and responding to all Help Desk calls and emails acting as first line of contact for employees seeking computer assistance.
* Communicate with coworkers, management, staff, customers, and others in a courteous and
professional manner.
* Conform with and abide by all regulations, policies, work procedures and instructions.
* Respond promptly when returning telephone calls and replying to correspondence and faxes.
* Act, dress, and behave in a professional manner to reflect a positive image of the company.
* Respond promptly when returning telephone calls and replying to correspondence and faxes.
* Responsible for compliance with all federal, state and local laws, rules and regulations affecting
Company.
* Conform with and abide by all regulations, policies, work procedures and instructions.
* Responsible for participating in quality assurance, compliance and in-service and continuing education activities as requested by Company.
* Occasional travel may be required (less than 10%)
* Responsible for performing other duties and responsibilities, as required.
OTHER DUTIES AND RESPONSIBILITIES
* Develop and implement a framework to address NOC monitoring/alerting, business impact
assessment, Help Desk problem management, and IT service request workflow.
* Assist with development and maintenance of formal HelpDesk, NOC, and Site Support Desktop
knowledgebase, policies and procedures for consistency and increased productivity.
* Analyze and provide metrics to assist in improving all IT support areas.
* Analyze Help Desk, NOC, and Site Support trends and provide continuous improvement and flexibility of the support function to assure service exceeds end user expectations.
* Improve the efficiency of the Help Desk, NOC, and Site Support Specialist by arranging and/or
presenting training sessions.
* Review tickets daily for accuracy, policy adherence, and feedback opportunities.
* Develop and distribute IT reports and metrics.
* Support all Service Desk related projects, providing regular updates to the project stakeholders.
* Ensure technician adherence to company and IT policies and procedures.
Education and Experience
Required IT support education, training, licenses, accreditation or certification
and number of years and type of directly related experience. If applicable, please identify if an alternate "equivalency" of a combination of education and experience is sufficient.
Preferred Degree: Associates or Bachelor
Major/Area of Study: Computer Science/ MIS
Number of years of experience: 3 years
BA degree and/or equivalent combination of education and experience. At least 3-5 years experience in a Help Desk/Desktop support in an enterprise environment.
Type of experience:
* Ticket and service request fulfillment
* Site support desktop management
* ITIL and PMP best practices
* Experience communicating with and supporting IT end users
* Experience identifying and troubleshooting hardware and software problems
* Experience working in a team environment
* Experience managing vendor/supplier relationships and service levels
Knowledge, Skills, and Abilities
* Certifications (eg. ITIL, CompTIA A+/Network+/Security+, Microsoft certs, etc.)
* Knowledge of SCCM (or similar deployment software)
* Knowledge of TCP/IP and basic switching, routing, and firewall concepts
* Knowledge of Microsoft Windows desktop and server operating systems (eg. WinXP, Win7, Win8,
Win10, WinSvr 2003/2008/2012/2016)
* Knowledge of MS Active Directory structures, objects, security, and administration
* Knowledge of MS Terminal Services, IIS, Exchange, and SQL database concepts, a plus
* Knowledge SNMP, RMON, ping, traceroute, nslookup, and other network management protocols,
utilities, and topics
* Knowledge of anti-virus, anti-malware, and anti-SPAM solutions
* Knowledge of desktop imaging and backup technologies
* Knowledge of thin terminal technology (Wyse, MS terminal services)
* Knowledge job and task scheduling concepts
* Knowledge of MS Office application suite (Office 2007/2010/2016)
* Knowledge of time management and tracking concepts
* Knowledge of telecom concepts (TDM, VoIP, H.323, and SIP), a plus
* Knowledge of Unix/RHEL Linux operating systems, a plus
* Ability to analyze trends and implement an efficient reporting mechanism or process
* Ability to prioritize assignments and handle multiple tasks
* Ability to organize work activities and job functions to ensure timely completion of tasks on a daily, weekly and monthly basis
* Ability to interface effectively with other departments, staff, and associates at all levels
* Ability to make sound decisions after considering facts and weighing alternatives
DISCLAIMER
This job description is intended to describe the typical duties and responsibilities associated with the identified job. It does not include all duties and responsibilities of the position. The Board of Directors or Company officers may assign additional duties that are not listed in this job description. The order in which duties and responsibilities are listed does not necessarily reflect their relative importance.
About Us
WHO WE ARE
Convey Health Solutions manages a myriad of administrative needs and make it easier for health plans to operate and provide valuable experiences for their members. How so? We focus on building specific technologies and services that uniquely meet the needs of government-sponsored health plans.
OUR MISSION
To improve health plan operations and elevate the customer experience.
OUR VISION
Empowering health plans to excel through technology, service and advisory experience.
OUR VALUES
Integrity First - Inspired Teamwork - Compliance Matters
Equal Opportunity Employer
