Technology Support Administrator

Avalon Healthcare Solutions, headquartered in Tampa, Florida, is the world’s first and only Lab Insights company, bringing together our proven Lab Benefit Management solutions, lab science expertise, digitized lab values, and proprietary analytics to help healthcare insurers proactively inform appropriate care, reduce costs, and improve clinical outcomes. Working with health plans across the country, the company covers more than 36 million lives and delivers 7-12% outpatient lab benefit savings. Avalon is pioneering a new era of value-driven care with its Lab Insights Platform that captures, digitizes, and analyzes lab results in real time to provide actionable insights for earlier disease detection, ensuring appropriate treatment protocols, and driving down overall cost.

Studies show that 30% of clinical laboratory testing is unnecessary or overused. Inappropriate testing or missing a key screening can lead to complications and expense arising from unwarranted care, or not obtaining proper care when needed, leading to increased health risks and costs. Avalon helps ensure delivery of the right test, at the right time, and in the right setting. We seek to ensure the most effective patient treatment, improve clinical outcomes, and optimize cost and affordability.

Avalon is a portfolio company of Francisco Partners, a global private equity firm that specializes in investments in technology and technology-enabled service companies.

Avalon is a high growth company where every associate has an opportunity to make a difference. You will be part of a team that shapes a new market and business. Most importantly, you will help Avalon to achieve its mission and improve clinical outcomes and health care affordability for the people we serve.

For more information about Avalon, please visit www.avalonhcs.com.

Avalon Healthcare Solutions is proud to be an equal opportunity employer including disability/veteran. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Avalon Healthcare Solutions provides and maintains a drug-free workplace for its employees.

For more about Avalon, please visit our web site at http://www.avalonhcs.com.

About the Technology Support Administrator position:

The Technology Support Administrator will provide technical expertise to the IT Support Team and organization, ensuring the delivery of high-quality technical support to Avalon employees and clients. The ideal candidate will have a strong background in troubleshooting complex technical issues and programming experience.

This position is eligible for remote work, but quarterly travel to the corporate office in Tampa, Florida is required.

Technology Support Administrator – Essential Functions and Responsibilities:

• Identify, troubleshoot, and resolve complex technical issues raised by Avalon employees, Clients and resolve escalations from the IT Support Team
• Technical Support Specialist will have more responsibilities, including assisting the Windows Server Administrator in managing and maintaining our Windows environment
• Document and maintain a knowledge base of technical issues and solutions for reference by the technical support team
• Participate in ongoing training and professional development to stay up-to-date on new technologies and products
• Continuously evaluate and improve technical support processes and procedures to ensure high-quality support delivery to clients
• Monitor and achieve SLAs and KPIs to ensure customer satisfaction and maintain service standards
• Assist the Applications Systems Administrator in managing Azure AD, Intune, Exchange, and SharePoint.
• Perform more advanced troubleshooting of laptops and other systems making adjustments within scope of responsibility

Technology Support Administrator – Minimum Qualifications:

• Able to work shifts between 8am-12am EST (training hours until proficient to support normal shift will be between 8am-8pm at corporate office in Tampa)
• Able to work occasionally flexible hours to support staffing gaps in 24x7x365 Support Desk
• Minimum of 12 months professional experience as a technical support technician
• High School Diploma or GED
• Any IT or Technical Certifications a strong plus
• Required Proficiency in Windows and MS Office environment.
• Experience administrating Azure/Intune/365 required
• Working knowledge of MS Windows operating systems required.
• Must be able to pass a technical interview for basic Windows skills
• Working knowledge of sql and java and the ability to program in those languages.
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels
• Excellent problem-solving, team and time management skills
• Is resourceful and proactive in gathering information and sharing ideas

Technology Support Administrator – Qualifications Preferred:

• Will consider IT and Security Certifications in lieu of work experience
• Linux admin skills a strong plus.
• Preferred Experience managing MS Active Directory; Office365; and Exchange
• Preferred Experience: 1-3 years general IT support experience.
• Preferred PowerShell Scripting: basic skills
• Preferred Diverse Technical Skills across multiple subject areas
• Soft Skills in communications and dealing with users is required.
• Strong communications and people skills
• Experience Developing and Reporting SLA’s metrics
• Experience working with a ticketing system such Jira Service Desk
• Experience training staff and users
• Working knowledge of Healthcare’s HIPAA Administrative Simplification policies and procedures for Privacy and Security