Desktop Support Techician

Published date Posted on Indeed on Oct 07, 2021 (13 d ago)

Connexion Point, an Integrity Marketing Company, is an award-winning, tech-enabled healthcare services company specializing in customized contact center services. We’re one of the fastest growing companies in the United States and have multiple offices in Florida, Texas, Tennessee, and Utah. We help consumers make informed choices. We connect the healthcare industry to their consumers and consumers to their healthcare. Healthcare is complicated. We make it simpler.

The primary role of the Support Technician is end-user technical support, including software/hardware troubleshooting and installation, workstation setup, and asset management. Support Technicians may also assist in the maintenance and troubleshooting of Connexion Point’s network systems. Support Technicians are required to be flexible with scheduling to allow for fluctuation in the needs of the company, including evenings and weekends (sometimes exceeding 40 hours per week, especially during Annual Enrollment Period (AEP), October 1st through December 7th).

Job Responsibilities

  • Consistently ensure the proper documentation of duties performed via Helpdesk tickets and Work Logs
  • Provide above and beyond customer service to agents and staff including completing tasks outside of this job description. Example: helping paint a wall or build a desk or anything that doesn’t require a licensed technician, the Support Tech Team can assist with, providing it will not hinder the support provided to keep agents on the phone.
  • Proactive, outside the box thinking
  • Working knowledge of Windows and Linux desktop operating systems
  • Basic understanding of PC hardware and troubleshooting
  • Experience installing and troubleshooting software and hardware
  • Working knowledge of desktop networking (wired and wireless)
  • Maintain accurate asset inventory
  • Build excellent and friendly relationships with all employees
  • Successfully complete assignments from Lead Tech/IT Support Manager
  • Work individually with little supervision to complete tasks/projects
  • Complete tasks in a timely manner
  • Work as a team with fellow Support Techs
  • Answer Tech Chats within 20 seconds or less
  • Punctual and reliable adherence to schedule
  • Willingness to learn new systems and skills
  • Above and beyond work attitude
  • Resolve problems to the agent’s satisfaction
  • Monitor and respond quickly and effectively to all requests received through Rockets. (Acknowledged within 2-3 minutes)
  • Monitor Jira for unassigned tickets in the queue as well as assigned tickets
  • Assist with setting up of new agents
  • Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
  • Install, test and configure new workstations, peripheral equipment, and software before agent usage
  • Report issues to the Network Operations Center (NOC) for escalation
  • Manage PC setup and deployment for new employees using standard hardware, images, and software
  • Perform timely workstation hardware and software upgrades as required
  • Utilize tablet/laptop and Rocket for mobile communication while on the floor

Skills and Qualifications

  • Working knowledge of Windows and Linux desktop operating systems
  • Basic understanding of PC hardware and troubleshooting
  • Experience installing and troubleshooting software and hardware
  • Familiarity with Microsoft Office applications and Google Apps
  • Working knowledge of desktop networking (wired and wireless)
  • Ability to maintain an accurate asset inventory
  • Ability to build excellent and friendly relationships with all employees
  • Ability to follow up on assignments from IT Support Manager/Lead Support Tech
  • Ability to work individually with little supervision to complete tasks/projects
  • Ability to consistently log work tickets
  • Ability to work in a team environment
  • Ability to complete tasks in a timely manner
  • Flexible availability
  • Above and beyond work attitude
  • General office environment. Must be able to lift up to 30 pounds.

Other Requirements (On-Call)- As directed by the IT Support Manager, the employee may be required to be on call. On-call means monitoring and responding to Alerts, Requests, or other job requirements after regular working hours.

  • Respond to NOC/Rocket requests
  • Respond to emails.

Department Goals

  • 1st trip issue resolution
  • Respond quickly and effectively to requests received through Rocket (Acknowledged within 2-3 minutes)
  • 100% Inventory accuracy in Asset Tracking System
  • Answer chats in 20 seconds or less
  • Maintain weekly chat QA average of 90% or higher
  • IT Lead innovations: finding solutions for issues before they become problems
  • Work fluidly with other Tiers to get resolutions while owning the issue to completion

Benefits:

We care about you and your family. We are proud to offer a full spectrum of benefits, including:

  • Health, Life, Vision, Dental and ancillary benefits available after a 30-day waiting period.
  • Adoption assistance
  • Pet Insurance
  • PTO accumulation begins immediately upon hire.
  • 401K with company match eligibility begins after 6 months of tenure.

Join the Connexion Point family!

At cXp-Integrity, at all levels, and across all departments, our success is driven by the strength of our people.

We invest in our team’s human capital potential with mastery learning-based curriculum and facilitation, professional leadership development programs, licensing education programs, individual and group engagement metrics, and promote from within policies.

At cXp, we are solution builders and problem solvers.


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