IT Help Desk Tier 1 Call Center Analyst

Evolent Health is looking for an experienced IT Help Desk Tier 1 call center analyst to be a key member of the IT Help Desk team. This individual will play a critical role in executing Evolent Healths mission by supporting our internal and external users and providing Tier 1 help desk services from the IT Help Desk call center. This individual will troubleshoot routine and non-routine problems - including desktop and application software support, print services, email, and hardware versus network issues via remote phone support.

Responsibilities

⦁ The ideal candidate is a self-starter, technically adept, able to work independently and within a team, and has a friendly positive attitude.

⦁ Provide first level help desk support to our internal customer that call the IT Help Desk support line.

⦁ Provide support for multiple enterprise applications including e-mail, calendar scheduling, word processing, spreadsheets, presentations, Internet browsers, as well as department-specific applications.

⦁ Maintain continual communication with customers during the resolution process.

⦁ Remotely access, diagnose, and resolve requests utilizing computer remote control tools such as Ivanti, WebEx, Meraki etc.

⦁ Troubleshooting of (but not limited to) Microsoft Office (and Office365), networking, IT hardware and software issues. Triaging and routing to next level of support where appropriate.

⦁ Manage expectations of concurrent customers/peers. Monitors the call queue and provides follow up, ensuring timely and satisfactory resolution to user requests/incidents within SLA.

⦁ Enter all contact activity into ticketing system. Ensure documentation of tickets are thorough and ticket details are accurate before transferring (or closing) tickets, including call categorization, activity type, description of issue or problem, and resolution entries.

⦁ Escalate customer challenges over to external service providers (e.g. other Help Desk Tier 2 or 3, Infrastructure or Network teams, etc.) as appropriate.

⦁ Keep management informed of escalations, challenges, and trends.

⦁ Provide research, documentation, and knowledge base development and maintenance of Tier 1 support issues.

⦁ This role requires a high degree of focus, discretion, knowledge, organization, and communication.

⦁ Complete other projects and duties as assigned.

Qualifications

Required

⦁ 2+ years of experience in IT Help Desk call center.

⦁ Experience troubleshooting virtual technologies and environments.

⦁ Experience with Active Directory

⦁ Strong technical knowledge of laptop PCs, Microsoft Windows, enterprise software solutions, virtual technologies. Experience in domain networks a plus.

⦁ Proven ability with VOIP (IP based) telephone configuration and support.

⦁ Strong Microsoft Windows and Office skills (Windows 10, Outlook, PowerPoint, Word, and Excel). Some administrative experience with Microsoft Office 365 desired.

⦁ JIRA, Ivanti, Heat or equivalent incident management system experience.
⦁ Remote control software (Ivanti Neurons, Bomgar, Cisco Meraki).
⦁ Well-developed organizational skills and the ability to handle multiple duties and priorities simultaneously in a fast-paced environment.
⦁ Customer service and excellent interpersonal skills on phone and e-mail communications.
⦁ Proven application troubleshooting experience.
⦁ Able to multitask, managing and handling deadlines with ease.
⦁ Highly organized, motivated, and detail oriented.
⦁ Excellent written and verbal communication skills.
⦁ English language fluency a must.

Preferred
⦁ Cloud, Virtual technology, and Zero/Thin Client experience.
⦁ Associate (2 years) college degree (or higher)
⦁ Experience with call center IT infrastructure environments.
⦁ Experience with Intune Endpoint Manager
⦁ Experience with Azure Active Directory