Zelis
Tier 2 Technical Support
Provide tier 2 technical support for Zelis associates. Support in office events by coordinating with meeting stakeholders and accommodating their technology needs. If you have a passion for solving problems with a focus on technology, this role is perfect for you. We seek a motivated and driven candidate to deliver a world-class experience for our associates. In this role, you will act as an advocate for our associates, advising on how to leverage technology to drive business value. Please note: this position has been designated as a hybrid-office role. This role is required to be in the office at least 3 days per week. What you'll do: Provide exceptional tier 2 deskside and remote support to Zelis users. Provide installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio/visual, networks, printers, and computer peripherals. Troubleshoot remote/on-site network connectivity problems e.g., VPN. Perform laptop imaging and configuration utilizing Intune Autopilot. Configure mobile devices for Intune MDM/MAM. Coordinate hardware warranty repair with vendors and external services such as Dell. Collaborate with third party vendors to resolve technical issues. Creating and updating technical documentation and user-facing documentation where applicable. Take ownership of small and large projects, working with various internal/external teams to accomplish goals. Be an advocate for our users, understand their challenges, and look to remove blockers. Make data driven, empathetic decisions, and take a holistic collaborative approach to decision making. Adhere to best practices with ticket management. Strong understanding and skills in SLA, KPI Management. What you'll need: Bachelor's degree in computer science, systems management, information systems, or 3+ years of experience in a related field, and/or applicable technical certificate. Experience in IT end user support and systems experience. Self-motivated, willing to learn and stay up-to-date with technology. Experience with various Windows OS's, Office 365, and other Microsoft family products. Experience handling remote VPN access technology, two-factor authentication and troubleshooting. Experience in a related role requiring timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and software. Strong and effective customer relationship management skills and process/practice experience. Ability to distill complex information into easy-to-understand explanations to a variety of personnel, including the creation of "How to" guides and step by step instructions. Experience with A/V systems and troubleshooting preferred but not required. Be a self-starter with a passion for technology and a desire to continue to learn. Nice to have: Knowledge of ITIL methodology is preferred. Prior experience supporting end user support and systems in a large, geographically dispersed enterprise environment. Enterprise desktop support, Microsoft Active Directory, Entra, Intune. Experience with supporting MacOS in enterprise environment. Experience with MFA (DUO, Okta, MS authenticator). Experience supporting environments with VPN infrastructure.
Provide tier 2 technical support for Zelis associates. Support in office events by coordinating with meeting stakeholders and accommodating their technology needs. If you have a passion for solving problems with a focus on technology, this role is perfect for you. We seek a motivated and driven candidate to deliver a world-class experience for our associates. In this role, you will act as an advocate for our associates, advising on how to leverage technology to drive business value. Please note: this position has been designated as a hybrid-office role. This role is required to be in the office at least 3 days per week. What you'll do: Provide exceptional tier 2 deskside and remote support to Zelis users. Provide installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio/visual, networks, printers, and computer peripherals. Troubleshoot remote/on-site network connectivity problems e.g., VPN. Perform laptop imaging and configuration utilizing Intune Autopilot. Configure mobile devices for Intune MDM/MAM. Coordinate hardware warranty repair with vendors and external services such as Dell. Collaborate with third party vendors to resolve technical issues. Creating and updating technical documentation and user-facing documentation where applicable. Take ownership of small and large projects, working with various internal/external teams to accomplish goals. Be an advocate for our users, understand their challenges, and look to remove blockers. Make data driven, empathetic decisions, and take a holistic collaborative approach to decision making. Adhere to best practices with ticket management. Strong understanding and skills in SLA, KPI Management. What you'll need: Bachelor's degree in computer science, systems management, information systems, or 3+ years of experience in a related field, and/or applicable technical certificate. Experience in IT end user support and systems experience. Self-motivated, willing to learn and stay up-to-date with technology. Experience with various Windows OS's, Office 365, and other Microsoft family products. Experience handling remote VPN access technology, two-factor authentication and troubleshooting. Experience in a related role requiring timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and software. Strong and effective customer relationship management skills and process/practice experience. Ability to distill complex information into easy-to-understand explanations to a variety of personnel, including the creation of "How to" guides and step by step instructions. Experience with A/V systems and troubleshooting preferred but not required. Be a self-starter with a passion for technology and a desire to continue to learn. Nice to have: Knowledge of ITIL methodology is preferred. Prior experience supporting end user support and systems in a large, geographically dispersed enterprise environment. Enterprise desktop support, Microsoft Active Directory, Entra, Intune. Experience with supporting MacOS in enterprise environment. Experience with MFA (DUO, Okta, MS authenticator). Experience supporting environments with VPN infrastructure.