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Form of workDescription
Overview
Provides support for end users for computer, application, system, device access and hardware issues. Identifies, researches and resolves the most technical problems. Responds to telephone, chat, email, and online ticket requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Coordinates and or escalates with other team members or specialists to resolve an issue. Focuses on exceeding customer and stakeholder expectations.
Essential Duties
- First point of technical contact for organizations Employees, Triage IT nuances including Active Directory, VOIP, Networking, Office 365 services, VMware, Printers, and other software\hardware including Servers.
- Troubleshoot issues related to logging in, internet issues, Genesys phone system, operating systems, MS Office, A/V, and peripherals.
- Provide the appropriate support to resolve or escalate the issue as required.
- Leads problem-solving efforts often involving outside vendors and other support personnel and/or organizations.
- Setup of new hires, including user accounts and groups, hardware, software, and mobile devices along with office setups.
- Ensures high availability and acceptable levels of performance of mission critical host computer resources meet internal SLA's.
- Create desktop standard images, maintain inventory of equipment, software, and licenses.
- Make sure customers issues/tickets are resolved from start to finish within established timelines.
Requirements
- 2-3 years' experience in a similar role.
- Associate degree or equivalent experience
- Strong customer service and interpersonal skills. Maintains a positive, helpful demeanor with customers.
- Experience with Active Directory, Windows 10/11, Office 365, Microsoft Office.
- A solid understanding of modern operating systems and networking principles with the ability to learn on your feet.
- Network and Windows system troubleshooting skills and methodology.
The starting pay range for this position is between $38,400 - $54,000. This position is a hybrid position with a typical work week of three days in-office and two days work from home.
About Us
Delta Dental of Arizona's vision is simple; healthier lives for everyone. That's why we've made it our mission to create a path to better health and wellness. We're a dental and vision healthcare provider with a foundation that has awarded millions in grants to organizations who care for our most vulnerable residents by offering the dignity and hope that a healthy smile brings.
Our employees enjoy competitive compensation and comprehensive benefits, including medical, dental, vision, 401(k), student loan assistance, volunteer PTO, and a culture that embraces collaboration, service, integrity, and inclusion. At less than 135 employees, we cultivate a work community where all employees are known by name, and everyone's contributions are visible, noticed, and celebrated. We provide flexible schedules and hybrid work options when possible. Our employees have a lot to smile about!
Delta Dental of Arizona has a mandatory COVID-19 vaccination policy that is currently suspended. The policy may be periodically reinstated for the protection of employees at the discretion of the Company. For example, reinstatement may be considered in response to CDC or Maricopa County guidance for safety in the workplace. We wanted to make you aware of the policy so you can make an informed decision regarding your application for this position.
