- Reports directly to the Manager, Service Desk
- Provide first level support to corporate users via phone and email to diagnose and resolve issues; escalating to senior team members proactively where required to ensure efficient closure of tickets.
- Respond promptly to support requests and maintain the 4-hour response and 24-hour fix / escalation SLA.
- Responsible for office deployments and the maintenance of technologies in that region.
- Assist in resolving hardware problems, system upgrades, networking setup and diagnosis, software problems, backup issues and file recovery.
- Assist in management of file transfer platform, creating and testing new connections, perform updates and changes to existing connections, review automation rules and workflows to aid in issue resolution.
- Triaging tickets effectively
- Assisting with SOC/ HITRUST evidence and audit requirements
- Ensure tickets are closed with correct resolution to avoid tickets being reopened.
- Manage end-user expectations and following up on end-user feedback.
- Create and maintain a functioning Service Catalog within the ticketing system.
- Ensure secure configuration of all user machines and systems to make sure OS and Anti-Virus patching is up to date.
- Assist in maintenance of Active Directory and related accounts and services, including mail and file services through standard tools to ensure settings and accounts created / removed in a timely fashion.
- Create process and user documentation relating to laptop / PC setup and review configurations before delivery to user, ensuring issues are fed back and corrected before deployment.
- Assist in the procurement of hardware and software and manage configuration and deployment throughout the organization.
- Track licensing statistics and manage IT asset list, ensuring all records are kept up to date. Help to maintain software licensing requirements.
- Delivery of assigned projects within a timely manner.
- Test applications and systems to ensure functionality before production deployment.
- Assist with special projects as requested.
- Perform other duties as assigned.
- Associates degree, or equivalent, in computer science or related discipline.
- 1-2 years of related IT desktop support work that includes a broad understanding of network support and MS Windows applications.
- Strong knowledge of network cabling, PC's, laptops, wireless and wired networks, email, Active Directory, printer services, TCP/IP, DNS and DHCP.
- Solid understanding of Windows and Mac client operating systems.
- Experience with Office 365 administration.
- Understanding of Microsoft Active Directory/Azure Active Directory.
- LAN/WAN/WLAN networking expertise.
- Understanding of Microsoft Active Directory services and Azure AD services
- Experience with SSO/Identity Provider management (OpenID/SAML applications).
- Experience with modern device management (MDM for laptops and mobile devices).
General office environment in which work is usually performed in a sitting position and may require stooping, kneeling, reaching, lifting, and carrying during the work shift. Maybe required to lift up to 50 lbs. during the work shift.- On-call availability for any critical or severe outages relating to corporate services.
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
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IT Service Desk Technician - Mokena, United States - Virgin Pulse
Description
OverviewNow is the time to join us
Virgin Pulse and HealthComp are now Personify Health. The industry's first personalized health platform company combines health, wellbeing, and navigation solutions to deliver powerful outcomes to businesses and their people. At Personify Health, we believe in offering total rewards, flexible opportunities, and a diverse inclusive community, where every voice matters. Together, we're shaping a healthier, more engaged future.
Responsibilities
Who are you?
Reporting to the Manager, Service Desk, the IT Service Desk Technician will work with the global Service Desk team, supporting 2000 users across 12 countries, and ensuring users are receiving appropriate assistance and service.
Core responsibilities will include ensuring efficient servicing of support tickets from internal users and will focus on Tier 1 support including ownership/stewardship of Office 365, Active Directory, Azure, Intune, and other cloud-based applications. Additionally, the IT Service Desk Technician is responsible for ensuring meeting rooms, corporate technology, and audio-visual services are operational across all offices.
This is a hands-on role involving servicing tickets while ensuring high levels of customer service quality and availability.
In this role you will wear many hats, but your knowledge will be essential in the following:
Qualifications
What you bring to the Personify Health team:
In order to represent the best of what we have to offer you come to us with a multitude of positive attributes including:
Personify Health is an equal opportunity organization and is committed to diversity, inclusion, equity, and social justice.
In compliance with all states and cities that require transparency of pay, the base compensation for this position ranges from $45,000-$50,000. Note that salary may vary based on location, skills, and experience. This position is eligible for 10% company bonus as well as health, dental, vision, mental health and other benefits.
#LI-REMOTE
