Desktop Support Technician II

How will this role have an impact?

This position is responsible for providing deskside and remote support to visiting CVS and Signify Health's internal users. Our internal employees leverage our company systems and hardware to perform functions of the job that involve collaboration via Google Workspace and Slack, as well as other web applications. Support duties involve task and request support via JIRA, inventory control, and ongoing maintenance of conference rooms and provisioning.

This role will also carry responsibilities for providing tier 3 application support for our external clinicians on a number of applications. You will take direct escalations from Service Desk which may on occasion require you to take over a call/ticket. It will include liaising with both product and engineering teams.

Additional responsibilities involve acting as a SME in the areas of Provisioning, Networks, account management, Executive Support and being an Escalation Point for both IT ServiceDesk Team and Desktop Technician I roles. Within End User Services, Service Desk and Desktop Specialist's rely on you as an escalation point to help remediate ongoing technical issues. This involves knowledge sharing through training sessions, knowledge base article creation and assisting with inbound issues.

This role requires a customer first mindset when interacting with all executives, end users, and a collaborative attitude when addressing escalations from the Desktop and IT Service Desk Teams.

This role will report to Supervisor

What will you do?

• Act as Subject Matter Expert and point of escalation for Desktop Support and Service Desk team members.
• Provides Executive Support for leadership that is on-site or remote as needed.
• Responds to and resolves tickets in the Jira queue. Keeps tickets up to date ensuring customers are updated on progress.
• Assist Supervisor with creation of both intra and inter team work processes that will boost the level of productivity, enhance excellence in communication, monitor the level of service delivery, and help to determine areas of improvement.
• Assists in the development of appropriate technical documentation, policies, procedures.
• Identifies and participates in critical issue escalations partnering with Critical Incident and Problem Manager roles.
• Partners with product, engineering, infrastructure and tools teams on projects as a subject matter expert representing IT Service Operations.
• May provide overflow services to infrastructure or tools teams as needed.

We are looking for someone with:

• Bachelor's degree in computer related field or equivalent experience
• 5+ years successful work in IT Support (Desktop, In Person Support Required)
• SME in Windows 10/11, MacOS, OKTA and Active Directory account management, WiFi Networking (required)
• Advanced level skills in Azure and virtualization preferred
• SME in A/V Experience and Server OS Preferred
• Experience writing basic SLQ queries PowerShell Scripts and executing Preferred
• Strong understanding of ITSM and ITIL frameworks.
• Excellent analytical, conceptual, and problem-solving abilities. Excellent process flow and technical support documentation skills.
• Excellent communication and interpersonal skills; Able to communicate at all levels in the entire organization.
• High level of initiative and work ethic, self-motivation and a self-starting mindset.
• Moderate to advanced Microsoft Excel skills a plus
• Two years of support in a healthcare setting preferred

The base salary hiring range for this position is $18/HR to $32/HR. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. Eligible employees may enroll in a full range of medical, dental, and vision benefits, 401(k) retirement savings plan, and an Employee Stock Purchase Plan. We also offer education assistance, free development courses, paid time off programs, paid holidays, a CVS store discount, and discount programs with participating partners.

About Us:

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals' clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we're able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.

Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify's intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.

To learn more about how we're driving outcomes and making healthcare work better, please visit us at www.signifyhealth.com

Diversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.

We are committed to equal employment opportunities for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.