Sr. Service IT Help Desk Representative

Responsibilities

• Provide support for configuration issues, troubleshooting assistance, software installations, and account updates.
• Serve as a subject matter expert for semi-complex technical topics tied to the Service Desk and participate in problem management activities.
• Assist with coaching and training within the Service Desk.
• Handle sensitive information with discretion and maintain confidentiality while performing support duties.
• Support Health Alliance Plan and non-Health Alliance Plan devices at Health Alliance Plan locations, private practices, hybrid locations, home, or anywhere in the world, including desktops and laptops, virtual machines, mobile phones, printers, wired and wireless networks, VPNs, and webcams.
• Troubleshoot and support a wide range of technologies, including Microsoft Windows operating systems and Microsoft applications, MacOS, iOS, Android OS, Epic EMR, PeopleSoft, ServiceNow, Citrix Applications, Active Directory, Webex, VPN technologies, Duo multi-factor authentication, and other departmental or business applications, using system log monitoring tools.
• Help safeguard the organization by following established procedures to prevent unauthorized access to system resources.
• Provide in-depth troubleshooting, research, diagnosis, and resolution for issues that cannot be resolved by more junior Service Desk Representatives.
• Participate in diagnosis and escalation of complex technical issues or requests.
• Contribute to continuous improvement by leading and participating in short and long-term projects that streamline Service Desk processes and enhance productivity across technical teams.
• Participate in testing new technologies and support processes prior to broader rollout to more junior Service Desk Representatives, including providing feedback, coaching, and knowledgebase updates.
• Work performed via a hybrid work model using phone, email, IM, and onsite support.

Requirements

• Education: High School Diploma or equivalent required.
• Additional education/training: Some college, or 1-2 years of vocational technical training, or an Information Technology/Support industry certification.
• Preferred: Associate degree or higher in Information Technology, Information System, Computer Science, Health Information Management, or related areas; and Information Technology/Support industry certifications preferred.
• Experience: Three (3) or more years of successful experience in Service Desk, Help Desk, or IT Support responsibilities, or 6 months+ previously demonstrated success in the Health Alliance Plan Service Desk Representative role.
• Customer service: At least one year of customer service experience included in the technical experience or separately.
• Experience supporting Citrix-based applications.
• Experience supporting Windows OS support.
• Experience supporting Remote Access VPN.
• Experience with remote troubleshooting of hardware issues such as printers, mobile devices, and laptops.
• Experience supporting multi-factor authentication tools such as Microsoft MFA and Duo.
• Experience supporting SharePoint and Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, OneNote, and OneDrive.
• Experience using knowledgebases and other knowledge repository systems.
• Preferred: Seven (7) years or more experience in a 24/7/365 help desk, service desk, or IT support environment using phone, email, remote assist, and chat to provide direct end-user support.
• Direct system admin support experience preferred.
• Coaching and/or training experience preferred.
• Experience with Microsoft SCCM and other systems management products preferred; enterprise monitoring tools preferred.
• ServiceNow ITSM tool usage preferred.
• Apple/Mac product support and/or usage preferred.
• Experience creating/updating knowledge articles or other support documentation preferred.

Technologies

• Microsoft Windows operating systems
• Microsoft applications (Outlook, Word, Excel, PowerPoint, OneNote, OneDrive)
• MacOS, iOS, Android OS
• Epic EMR, PeopleSoft
• ServiceNow, Citrix Applications
• Active Directory
• Webex
• VPN technologies, Duo multi-factor authentication, Microsoft MFA
• System log monitoring tools
• SharePoint
• Microsoft SCCM, systems management products, enterprise monitoring tools
• Remote assist, chat
• Virtual machines
• Wired and wireless networks
• Knowledgebases, knowledge repository systems