Desktop Support Technician

Desktop Technician

Fortune 50 Health Insurance Client

Brooksource

Onsite - Philadelphia, PA

Our client is needing a Desktop Technician to join a team that supports internal employees, as well as a fulfillment center for a mail-order Pharmacy - specifically in the hospice space.

Summary

The IT Support Specialist – is responsible for support of internal and external clients.

Specialist identifies, researches, and resolves technical problems throughout the organization, responding to telephone calls, email and personnel requests for technical support. The Specialist engages with developer, database, QA, and other IT and Business Operations Staff to troubleshoot, resolve and/or triage internal software, hardware, data, connectivity, and other support-related issues. Tracks and monitors technical issues to ensure timely resolutions. Documents thoroughly in the ticketing system and updates the support procedures, troubleshooting knowledge base and other support-related documentation.

Essential Duties and Responsibilities:

• Provide professional, accurate and timely responses for all requests using established troubleshooting procedures to identify and resolve technical issues and client requests including software and peripheral installations and configurations, remote system access provisioning and connectivity issues including: VPN, Mobile devices, VDI (Virtual Desktop Infrastructure), RSA 2-Factor authentication, etc.
• Provide support for Electronic data-transfer and interface systems including, user administration, client onboarding, systems monitoring, troubleshooting, initial triage and escalation of internal and external client\end-user issues
• Responsible to perform routine maintenance and daily operational control under general supervision. This includes project leadership, equipment procurement, desktop deployment using WDS (Windows Deployment Services), token provisioning, system/network monitoring, track accurate and timely updates in the Track-It Enterprise ticketing/asset system, provide analysis reports on applications, systems, security access, hardware, and other related entities, as necessary.
• Collaborate with the Interface, Infrastructure, Development, Business Applications, Account Management, users and vendors to investigate operational, hardware and telecommunications issues and projects. Carry out necessary tasks to implement resolution.
• The IT Support Specialist will also educate end users and peers on systems and be responsible to create and maintain procedures and related documentation.
• Provide advanced problem solving, troubleshooting and system consultation as needed for client medication interface systems
• Participate in the IT on call support rotation.
• Perform other duties as required.
• Ability to provide systems administration support in Active Directory, account security, file and print, virtualization (VMware), system access.
• Must be a team player with good interpersonal, communication, presentation, problem resolution and collaborative skills.
• Ability to interact professionally with multiple levels of personnel within the organization internally and externally.
• Effective verbal and written communication skills are a must.
• Outstanding time management and organizational skills to work in a multi-task, fast-paced environment with minimal supervision. Must be able to prioritize and meet deadlines.

Qualifications:

• Knowledge of commonly used information technology concepts, practices, and procedures
• Remote support and/or off-hours on-call support are required.
• Problem solver with an analytical thought process
• Experience and\or ability to support 24 x 7 environment (Call Center Environment helpful)

Education and/or Experience:

• 3-6 years of experience in systems support and\or operations.
• Associates degree in Computer Science or equivalent experience in technical systems support
• Knowledge of Pharmacy operations and\or Electronic Data Interface support helpful
• Project implementation experience helpful

Computer Skills

• Knowledge of VMWare 6.x or above; vSphere, vCenter, ESXi, VMware Horizon View Virtual Desktop Infrastructure (VDI), VPN (Cisco AnyConnect)
• Knowledge of Windows Server 2008, 2012, 2016 IIS (Internet Information Services), Web services
• Knowledge of Active Directory, Group Policy, Windows 10
• Exposure to\understanding of Microsoft Exchange Administration, Office 365, Office 2016
• Working knowledge of TCP/IP, DNS, DHCP
• Microsoft Systems Center Configuration Manager, Operations Manager (SCOM)
• Exposure or experience with SQL Database queries
• Experience with Mobile Computing devices

Certificates, Licenses, Registrations:

• None required
• CompTIA A or Security certifications considered useful

ABOUT EIGHT ELEVEN:

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.