IT Support Representative

Job Summary

The IT Support Representative provides second-tier support for all end-user hardware and applications within the organization. Create support tickets and escalate issues to tier-3 support, as needed.

Responsibilities

• Respond to requests for technical assistance in person, phone, and/or email in a user-friendly and professional manner.
• Diagnose and resolve technical hardware and software issues – Dell laptops/tablets, iPhones, printers, Microsoft Office suite, Internet Explorer, Chrome, Anti-virus, etc.
• Research issues using available information resources – i.e. ability to “Google” for answers.
• Log all help desk interactions, filling out detailed information in tickets and document resolutions.
• Redirect/escalate problems to appropriate resources.
• Perform other duties and responsibilities as required, assigned, or requested.

Qualifications

• Associate degree in Information Systems or a related discipline preferred
• At least 2 years of IT troubleshooting, customer service or related experience required
• Ability to communicate clearly and concisely both verbally and in writing
• Experience with laptop/desktop imaging
• Experience with drive encryption (i.e. BitLocker, TrueCrypt, etc.)
• Energetic and positive approach to rapidly evolving changes and challenges of a complex workplace
• Understanding of general business processes.
• Ability to work independently and in cooperation with others
• Ability to train/educate users
• Flexibility in assigned working hours
• Group Policy experience, with the ability to troubleshoot issues (at the desktop level)
• Scripting experience – ability to write simple batch files, for task automation
• Other preferred qualifications include:
  • Experience with AirWatch mobile device management
  • Experience with Sophos Endpoint Protection
  • Sophos and Credant drive encryption experience
  • Experience with Dell Kace 1000 (service Desk/patching) and Dell Kace 2000 (imaging)
  • Ability to write/modify simple SQL queries

About naviHealth

naviHealth is improving the healthcare experience for seniors to live more fulfilling lives. For nearly a decade, naviHealth has been a trusted partner for the nation’s top health plans, health systems, and at-risk physician groups navigating the shift from volume to value. Powered by a predictive technology and decision support platform that provides clinicians and care teams with evidence-based protocols, naviHealth’s high-touch, proven care model fully supports patients from pre-acute through to the home. With naviHealth, patients can enjoy more days at home, and healthcare providers and health plans can significantly reduce costs specific to unnecessary care and readmissions. For more information about naviHealth, visit navihealth.com.

Our Purpose

Improving the healthcare experience for seniors to live a more fulfilling life.

Our Values

Rooted in respect
Guided by purpose
Devoted to service
Energized by impact

The above statements are intended to describe the general nature and level of work performed by colleagues assigned to this job. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications. naviHealth reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

naviHealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected status under applicable laws and will not be discriminated against on the basis of disability.