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IT Support Analyst

IT Operations | Indianapolis, IN | Full Time

Job Description

About Us:

At Healthx, we empower the healthcare experience, helping people live longer, healthier lives while lowering healthcare costs by keeping health plans, members, and providers connected. Our platform orchestrates the complex healthcare journey by delivering personalized experiences that drive cost savings and improve quality of care. With Healthx, engaged members are healthier members, and healthier members significantly reduce healthcare costs.

We are on a mission for good health, to revolutionize healthcare, and take the guesswork out of people proactively managing their own health. We are building some of the most innovative tech in the industry and are poised for significant growth.  We are looking for innovative people with the passion and energy to join the cause.

What we need:

The IT Support Analyst is responsible for the end-to-end IT experience of Healthx employees.  You will provide exceptional customer service and technical support for both onsite and remote employees. You will triage, resolve, and escalate (when necessary) users’ technical issues related to common desktop productivity applications, Healthx specific applications, browser and driver issues, and common hardware (PC, MAC, peripheral devices, and printers). You will support ancillary systems and devices including conferencing systems and mobile devices. You will setup new users including system and hardware setup; lockout resolution; and software maintenance; upgrades and Office 365 administration. Timely initiation and maintenance of communication with users is expected in this position; customer service and technical skills are equally important.

Outcomes:

  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a kind and professional attitude
  • Analyzes and resolves incidents regarding use of application software or hardware. Logs and tracks incidents from identification through resolution.
  • Recommends and implements improved process and best practices in the realm of internal IT support
  • Maintains and protects confidentiality with regard to all aspects of employee information
  • Diagnose and resolve software and hardware issues across a range of software applications
  • Install, configure and support of IT equipment such as mobile phones, laptops, and printers
  • Guide and assist users with simple, step-by-step instructions
  • Continually provide updates to all users regarding IT issues in a prompt and professional manner
  • Accurately prioritize, update and document service requests and solutions in a service log
  • Monitor, upgrade, plan and recommend company software and systems accordingly
  • Manage IT equipment tracking documents
  • Follow up with other support staff or service resources involved in resolution to ensure incidents are resolved, and the customer communication is complete. Document resolutions and updates self-help and staff knowledge bases.
  • Installation and configuration of end-user applications
  • Backup of system files and business data
  • Maintaining system-related documentation, policies, and procedures
  • Configuration and management of network services (i.e. DNS, DHCP, IIS, etc.)
  • Setting permissions on network resources
  • Responsible for provision and deprovision of network and mobile devices
  • Troubleshooting network communication issues, network services, and end user network connectivity
  • Troubleshooting end-user application issues
  • Upgrading end-user workstation hardware and software

Requirements:

  • 1 year of experience supporting employees in an internal IT support role required
  • Experience using ticketing system (JIRA Service desk preferred)
  • Ability to be available outside of normal working hours to support employees in case of an emergency
  • Passion for all things IT - takes initiative to stay informed of new trends
  • Personal organization and strong analytical and problem-solving skills
  • Excellent communication skills, both written and verbal
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
  • Detail-oriented and organized; able to juggle multiple priorities effectively
  • Experience working in a team-oriented, collaborative environment
  • Willingness to learn and grow in a fast-moving high demanding environment
  • Ability to perform remote troubleshooting and provide clear instructions
  • Experience configuring, re-imaging and deploying office automation products
  • Knowledge of network security practices and anti-virus programs
  • General understanding of IT networks and servers
  • Position is in Indiana