Responsible for service desk support to triage and resolve end user IT-related issues, perform hardware/software provisioning, administration, and maintenance, provide IT project implementation to maintain existing as well as introduce new IT services for the organization.

Principle duties and responsibilities:

• Service Desk
  • Fulfill end user requests to triage and resolve IT-related issues – e.g. laptop, VPN, software, security, printer, mobile phone, access requests, etc…
  • Document knowledge base articles and how-to’s for end user self-service support.
  • Work with hardware/software vendors for augmented support as needed.
  • Provide personable, friendly assistance to end users with dedication to quality.
  • Work with other IT teams e.g. Networking, Information Security, etc…
  • Provide service to the enterprise within defined SLA’s.
• IT Project Support
  • Coordinate and support implementation of new IT services, including new equipment, cloud services, and software.
  • Evaluate and recommend technology enhancements on an ongoing basis to support productivity.
• IT Administration
  • Perform asset management, and inventory management responsibilities.
  • Proactive administration and upgrades of IT management solutions.

Product Knowledge & Experience

• Productivity: Microsoft Office 365, Office 2013/2016, Office for Mac 2016
• Enterprise Collaboration: Exchange Server 2010/2013, Confluence.
• Operating systems: Windows 7 & 10, MacOS 10.11, 10.12, 10.13, iPhone, Android.
• System imaging and maintenance: JAMF Pro (Mac) and Microsoft Intune, SCCM (Windows).
• JIRA Service Desk and other project/request management solutions.

Qualifications & Skills

• High school diploma and 4 years’ related full-time work experience.
• Some off-hours and weekend work expected.
• Occasional, scheduled travel to support special company events. (<10%).
• Problem-solving skills.
• Ability to communicate technical information to a non-technical audience, both verbally and in writing.
• Ability to lift and carry 50 pounds.
• Ability to work within defined SLA’s for committed and consistent IT service.
• Familiarity in troubleshooting and resolving hardware/software related issues.
• Microsoft and/or Apple certifications or training preferred.
• Strong soft skills to provide structured but friendly IT support to end users.
• Documentation skills for internal process management and end-user facing communications, how-to articles, etc.
• Understanding of ITIL-based service management principles preferred.

Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.

GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.