Major Responsibilities/Essential Functions Provides first-line support for system-based access issues, network, cloud support using phone, email, chat and ServiceNow. This involves explaining procedures, providing information, answering questions, escalating, and routing tickets.
- Monitors tickets based on priority and manage / triage account access registration cases. Administers account for lock/unlock activities and manage security violations. Customer follow up may be required.
- Manages audit results related to account access. Determines action plans in relation to reports to comply with security protocol with regards to least privilege and security violations, after hours, and weekends.
- Maintains knowledge of all service tasks and lines of business.
- Provides support 24/7/365 monitoring of applications' availability, communications, and performance.
- Monitors email and chat alerts from stakeholders, tracking interactions in ServiceNow with a high level of communication and urgency.
- Analyzes service degradations, complex issues, or outages. Provides essential details needed to further investigate.
Required Knowledge, Skills, and Abilities- Must be able to use multiple systems or applications, type a minimum or 35-40 WPM, while speaking with customers.
- Has foundational knowledge of Identify and Access Management and Network Operations. Basic understanding of ITIL or basic understanding of IT infrastructure.
- Knowledge of industry trends (i.e., Next Gen AWS, ServiceNow, HARP, Office 365).
- Experience with contractor onboarding, support and deployment of new applications and services.
- Intermediate understanding of security issues, techniques, and implications across multiple platforms.
- Demonstrated ability and experience:
- Working independently and/or in a team environment
- Managing customer relationships
- Meeting time sensitive deadlines
- Making sound decisions and exercising sound judgment
- Strong customer service skills in problem solving, verbal/written communications, and interpersonal skills with a high attention to detail.
- Ability to work over 40 hours per week, after-hours and back up other Technical Support Specialist on call as needed.
- Must have the ability to work 11pm-7:30am, as well as some weekends.
Preferred: - Previous Service Desk, Contact Centre and/or IT experience
- Healthcare background
- Associates degree
Scope of Position: Individual Contributor - This position is an individual contributor and has no supervisory responsibilities. Provides functional expertise through day-to-day work tasks. Works under the supervision of management.
- The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.
Application Process: Apply for the role directly in the portal
We strongly encourage all qualified employees to apply and take the next step in their career within our company.
For more information about the position, please contact
We look forward to seeing your applications.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)