Description

Technical Support Analyst II

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!

Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.

At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

The Scoop:

The Technical Support Analyst II is responsible for basic to complex configuration and upgrades of software, hardware, as well as network connectivity for internal desktop systems, laptops, printers and smartphones. Under close to general supervision, identifies and resolves a wide range of basic to complex tasks and enterprise deadline driven projects. Handles hardware/software for local and remote connectivity related issues including upgrades and implementations while working within the requirements of a metrics driven Service Level Agreement.

What You Get To Do: include the following. Other duties may be assigned.

• Diagnoses, identifies, isolates, and resolves Tier 1-2 and some Tier 3 issues utilizing historical database records and technical expertise
• Follows through to resolution assigned cases that range from simple to complex utilizing a variety of tools and intra-company resources
• Documents troubleshooting efforts and resolutions into company Help Desk ticketing application
• Supports a user community of all levels of employees with desktop applications, hardware components, network connectivity, smartphone, and proprietary software
• Assists remote users with wired and wireless connectivity, RSA tokens, permissions and account requests
• Ensures company established service level agreements (SLAs) regarding responses and resolutions
• Maintains active directory users, groups and computers
• Configures, installs, moves, upgrades, tracks, tests and repairs hardware, software as well as peripheral components
• Maintains department images using imaging software, including testing, custom configuration and deployment
• Provides new device acquisition and distribution for all mobile devices
• Administrator of the MDM platform to ensure all mobile devices are registered and in good standing
• Maintains instructional documentation, provides training, handles technical escalations for all mobile device users
• Assists with technical projects from concept through resolution. Collaborates with senior technical staff for resolution of complex problems
• Alerts management to outages, priority issues, recurring problems and patterns
• Provides after-hours on-call support per established rotation schedule
• Follows the departments’ standard processes for escalation and notification procedures
• Adheres to the IT Department and the Company’s policies, procedures and established best practices
• Creates and/or revises existing technical documentation and procedures as needed
• Collaborates cross-functionally with other departments within IT to work through technical issues
• Coordinates vendor site visits for repairs of printers, Audio Visual (A/V) equipment as well as conference room equipment
• Manages the account lifecycle for internal and external clients
• Creates and/or revises existing technical documentation and procedures as required in a constantly changing environment
• Prepares scheduled/unscheduled maintenance notification messages for distribution and maintains templates
• Alerts management to outages, priority issues, reoccurring problems and patterns with internal and external clients
• Under close to general supervision, works on projects as well as resolves complex problems to resolution by utilizing a variety of tools and intra-company resources

Education and/or Experience

For consideration candidates will need an

• Associates degree or equivalent combination of education and experience required
• BA/BS degree preferred
• At least two (2) to four (4) years’ related experience with increasing responsibility in a technical role for a midsize or larger organization (500 user environment)
• Must have hands on experience with desktop support, application, and network connectivity

Computer Skills

Solid working knowledge and in-depth understanding of Microsoft Windows 7/10, Exchange 2010, Active Directory, and Microsoft Office 2010 – 2016 as well as imaging and enterprise deployment software.

Certificates, Licenses, Registrations

• CompTIA A and Security certification, not required, but strongly preferred
• CompTIA Network or Windows 7/10, not required, but preferred

Other Skills and Abilities

• Proven ability to work independently and tenaciously pursue complex problems / projects to resolution
• Demonstrated ability to create and maintain stable system configurations, including testing and implementation within an enterprise environment
• Must possess excellent customer service, communication skills and time management skills
• Organized and deadline driven with the ability to track multiple tasks simultaneously
• Able to effectively set priorities and work well under deadlines with a strong attention to detail
• Adapts well in a team oriented, professional, fast-paced, dynamic environment
• Handle confidential and sensitive matters with tact and diplomacy

Travel

This position requires occasional domestic travel as well as attendance at various local conferences and meetings.

The Perks:

• Medical / Dental / Vision / Wellness Programs
• Paid Time Off / Company Paid Holidays
• 401K with Company match
• Life and Disability Insurance
• Tuition Reimbursement
• Employee Referral Bonus

This position is eligible for Employee Referral Bonus at Level I

To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to www.medimpact.com/careers

MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego, California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.

Equal Opportunity Employer, Male/Female/Disabilities/Veterans

OSHA/ADA:

To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.