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Helpdesk Analyst

About Certify:


We are on a mission to change how the US healthcare industry deals with provider data. Our goal is to reduce the cost of healthcare by streamlining access to provider data and reducing administrative and regulatory burden on healthcare organizations.


Certify is revolutionizing the healthcare industry by laying the infrastructure upon which the next generation of provider-centric applications (network adequacy, accuracy, provider utilization, etc.) will be built. As innovative digital health plans and provider care models continue to scale and challenge traditional care models, the need for a centralized data infrastructure has never been greater. Our platform will support the future of healthcare innovation by becoming the source of truth of provider data and making that data easily accessible and actionable for the entire healthcare ecosystem.


We have built an API-first, UI-agnostic, end-to-end provider network management platform automating licensing, enrollment, credentialing, and network monitoring. With direct integrations into 100’s of primary sources, we are uniquely positioned to enhance visibility into the entire provider network management process. Our team has more than 25+ years of combined experience building provider data systems at Oscar Health and are backed by top-tier VC firms who share our vision of creating a one-of-a-kind healthcare cloud that removes the friction surrounding provider data.


At Certify, we pride ourselves on fostering a meritocratic environment that ensures every voice has an opportunity to be heard. Founded on the principles of trust, transparency, and accountability, we aim to challenge the status quo at every step and are looking for purpose-driven team members to share our journey in redefining the Healthcare data infrastructure.


About the role:


We’re looking for a growth-minded Helpdesk Analyst who will thrive in a fast-paced startup environment and ready to give great customer service while helping protect the company assets and support users with technical needs. They are committed to consistent onboarding and off-boarding personnel. This is a fully remote position.



What You'll Do
  • Responsible for troubleshooting IT (i.e.,hardware and software) issues with remote staff worldwide.
  • Communicate as a liaison between vendors and IT, Engineering, Security, and other staff.
  • Responsible for tracking user issues, investigations, and resolutions in JIRA Helpdesk within SLAs.
  • Support asset management needs worldwide.
  • Provide administrative support to user account creation and maintenance including granting/revoking user permissions, resetting passwords, and unlocking accounts.
  • Provide regular communication to management and others, including an explanation of practices and methods used.
  • Participate in new hire onboarding, as needed.


What You'll Need
  • 2 years of experience in a professional technology environment.
  • Experience with various operating systems (Windows, Mac OS).
  • Self-starter with the ability to independently resolve issues and deliver results.
  • Demonstrated knowledge of basic Google (Sheets, Forms, and Slides).
  • Demonstrated ability to learn new technologies and applications.
  • Strong customer service ethic.
  • Ability to meet or exceed deadlines in a multi-tasking, self-directed environment.
  • Agility to pivot.


Benefits of Working at Certify
  • Generous vacation and sick leave policy        
  • No meeting Thursdays so you can stay heads down to get work done
  • Flexible working hours 


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Average salary estimate

$70000 / YEARLY (est.)
min
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$60000K
$80000K

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What You Should Know About Helpdesk Analyst, CERTIFY

Are you ready to take the plunge into an exciting career as a Helpdesk Analyst with Certify, a trailblazer in revolutionizing the US healthcare industry? With a mission to simplify provider data access and reduce administrative burdens, Certify offers a dynamic startup environment where your contributions can spark real change. In this fully remote role, you'll play a crucial part in enhancing our IT infrastructure by troubleshooting hardware and software issues for our global team. Imagine being the hero that connects users with solutions and enhances our service delivery! You'll work in close collaboration with various teams, including IT, Engineering, and Security, to ensure our staff can perform at their best. Keeping track of issues in our innovative JIRA Helpdesk, you'll be responsible for providing top-notch support while managing user account permissions and actively participating in the onboarding process. With at least two years of experience in a tech environment, a strong grasp of Windows and Mac OS, and a customer-centric mindset, you'll thrive in a role that demands agility and problem-solving skills. At Certify, you'll be surrounded by a supportive team that values transparency and accountability, all while enjoying fantastic benefits such as generous time off, flexible hours, and no meeting Thursdays. Join us at Certify, where your work will make a difference in the future of healthcare!

Frequently Asked Questions (FAQs) for Helpdesk Analyst Role at CERTIFY
What are the main responsibilities of a Helpdesk Analyst at Certify?

As a Helpdesk Analyst at Certify, your primary responsibilities will be troubleshooting IT issues for remote staff, tracking user issues in JIRA Helpdesk, and providing administrative support for user accounts. You'll act as a liaison between various teams and vendors to facilitate seamless IT operations.

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What qualifications do I need to apply for the Helpdesk Analyst position at Certify?

To qualify for the Helpdesk Analyst role at Certify, you need at least two years of experience in a technology-focused environment, proficiency in both Windows and Mac OS, and a strong customer service ethic. Demonstrating the ability to learn new technologies and effectively manage your tasks in a remote setup is also crucial.

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How does Certify support onboarding and off-boarding processes for Helpdesk Analysts?

At Certify, Helpdesk Analysts play a key role in the onboarding process by assisting new hires with technical setups and ensuring a smooth transition into the team. You’ll also be responsible for off-boarding personnel, ensuring all accounts and permissions are handled properly.

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What tools do Helpdesk Analysts at Certify primarily use?

Helpdesk Analysts at Certify typically use JIRA Helpdesk for issue tracking, various operating systems like Windows and Mac OS for troubleshooting, and Google applications such as Sheets, Forms, and Slides to support administrative tasks.

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What is the work culture like for Helpdesk Analysts at Certify?

Certify fosters a supportive and meritocratic work culture where every voice is valued. As a Helpdesk Analyst, you can expect a collaborative environment focused on trust and transparency, encouraging personal and professional growth.

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Common Interview Questions for Helpdesk Analyst
What troubleshooting steps would you take for a software issue reported by a remote employee?

Start by gathering as much information as possible about the issue, including error messages and the steps leading to it. Then, guide the employee through common troubleshooting steps, such as restarting the application, checking for updates, or verifying network connections, before escalating the issue if necessary.

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How do you prioritize tasks when handling multiple IT support requests?

Effective prioritization is key in a Helpdesk Analyst role. I would assess each request based on urgency, the impact on business operations, and service level agreements. Utilizing a ticketing system like JIRA helps in efficiently managing and prioritizing tasks.

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Can you explain a time when you successfully resolved a complex IT issue?

Certainly! In a previous role, I dealt with a recurring network connectivity issue that affected multiple users. I collaboratively diagnosed the problem with the network team, implementing a solution that not only resolved the current issue but also enhanced overall network performance for the future.

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What experience do you have with user account management in a technical support role?

In my previous positions, I was responsible for creating and maintaining user accounts, managing permissions, and ensuring proper security protocols were followed. I have hands-on experience with resetting passwords and unlocking accounts as well.

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Describe your experience with customer service in a technical environment.

Customer service is at the heart of technical support. I've built my approach around active listening, empathy, and clear communication to ensure users feel understood and supported. My goal is to provide solutions while maintaining a positive and professional rapport.

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What methods do you use to document and track issues?

I utilize JIRA Helpdesk for effective issue tracking, documenting all reported problems, resolutions, and communication. This systematic approach not only helps in current troubleshooting but also builds a knowledge base for future reference.

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How do you ensure that you stay current with new technology and software?

I stay updated by regularly participating in webinars, subscribing to tech blogs, and engaging with professional networks. Continuous learning helps me adapt to and embrace new tools that can enhance my support capabilities.

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What do you do if you don't know the answer to a user's question?

If faced with a question I'm unsure about, I remain calm and reassure the user that I will find a solution. I would research the issue, consult with colleagues or online resources, and follow up promptly to provide accurate information.

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How would you handle a difficult or frustrated user?

In such situations, I would practice patience and active listening to fully understand their concerns. Acknowledging their frustration and providing clear, step-by-step solutions can often help alleviate tension and restore their confidence in our support.

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In your opinion, what makes a successful Helpdesk Analyst?

A successful Helpdesk Analyst combines technical proficiency with exceptional customer service skills. The ability to communicate clearly, think critically, and approach problems with a positive attitude fosters trust and reliability within the organization.

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EMPLOYMENT TYPE
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DATE POSTED
November 30, 2024

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