System Support Associate

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company.

Location

Hybrid role remote and Plymouth Meeting, PA

Summary of Role

As a Systems Support Associate, you will be responsible for providing front line support for Health Advocate’s desktop, telecommunications and systems infrastructure. Responsibilities include resolving technical support issues while documenting problems accurately and troubleshooting issues that may arise; create tickets for support desk requests via phone, email, or in person, troubleshooting questions within scope of the position when possible; coordinate new set-ups; monitor the status of support desk tickets ensuring they are completed in a timely manner. The continued success of Health Advocate employees depends on expert and timely support.

Your Success (training and equipment information)

Health Advocate offers all work equipment needed.

Invested in you (benefits)

At Health Advocate, you’ll have the ability to pursue your ambitions and grow your career. We’ve got you covered with a total rewards package that includes Robust Medical coverage, as well as Dental & Vision benefits, tuition assistance, 401(k) savings plan with company match, paid time off (PTO), paid holidays, Employee Assistance Programs and Wellness Programs.

Pay Rate

Hourly rate starting at $20.00

Hours/Shift

This position is full-time (40 hours/week) Monday - Friday.

Job Summary

Essential Job Functions

• Manage resolution of inbound technical support calls, email, and web-based support requests quickly, professionally and efficiently
• Handle resolution of multiple issues on a given day
• Troubleshoot desktop, phone and call center application issues
• Setup new PCs including systems configuration and application installs
• Work in a fast paced environment
• Provide back up for department leads

Minimum Requirements

Requirements

• High school diploma or GED required.
• Associates degree from an accredited college or university in computer science, MIS or a

related field preferred. Equivalent work experience in a similar position may be substituted for

educational requirements.

• Minimum two years’ experience with Windows operating systems and hardware required
• Excellent troubleshooting skills
• Excellent communication and interpersonal skills
• Intermediate knowledge of MS Word, Excel, and Outlook required
• Networking knowledge a plus
• Desire and ability to learn
• Ability to work independently and be a strong team player
• Strong time management, organizational and technical skills
• Ability to lift and move computer equipment (up to 40 lbs.)
• Prior help desk/systems support experience a plus
• Industry certifications related to job duties preferred a plus (e.g., CompTIA A+, Network+, etc)

Company Overview

Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.

Learn more

Health Advocate https://www.healthadvocate.com/site/

Facebook https://www.facebook.com/healthadvocateinc/

Video https://vimeo.com/386733264/eb447da080

Awards

2023:

• 2023 Service Organization of the Year by the National Customer Service Association All-Star Awards

2022:

• Best in Biz Award: Most Customer-Friendly Company of the Year
• Great Place to Work

2021:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner
• Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19), Bronze Winner
• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2020:

• National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up
• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)

Health Advocate is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: Hybrid remote in Plymouth Meeting, PA 19462