IT Senior Support Specialist

Job Description

Job Description

About Us :

Periscope focuses on a value-based delivery model for medically vulnerable individuals that drive cost-effective medical decisions for our health plan partners. Thanks to our team's dedication to excellence and our clients trust in our ability curate solutions to areas that matter most, we have significantly expanded our service offering by expanding our clinical expertise and clinical disciplines. Our growing national team of licensed clinical consultants and reviewers now cover over 23 million lives and approach 100,000 completed assessments in all fifty states.

Periscope's expert, objective, and timely assessments provide clients the information they need to make accurate decisions.

Overview :

We are seeking a seasoned Senior Support Specialist to join our dynamic IT support team. In this pivotal role, you will provide comprehensive technical assistance to our end-users, ensuring optimal performance and satisfaction across our suite of software and hardware. If you thrive in a fast-paced environment and are dedicated to excellence in customer service, we invite you to apply.

Responsibilities :

• Provide rapid and effective support to end-users, addressing and resolving a wide range of technical issues.
• Ensure all tickets are responded to and resolved within designated Service Level Agreements (SLAs).
• Serve as the primary administrator for the Atlassian software suite and its functionalities.
• Troubleshoot and resolve issues involving Microsoft applications, Office 365, operating systems (Windows 7-11), networking, peripherals, virtual environments, and various third-party applications.
• Document troubleshooting methodologies and outcomes meticulously to enhance the team's knowledge base.
• Regularly create and refine knowledge base articles to aid in quicker issue resolution and to minimize repeat tickets.
• Manage customer expectations through proactive communication and excellent service practices.
• Collaborate effectively with stakeholders to gather technical requirements for upcoming projects and to enhance existing systems.
• Design and implement robust project scopes and plans, optimizing technical operations and efficiency.
• Conduct thorough root cause analyses for recurring problems and develop strategic remediation plans.
• Employ automation tools to streamline issue resolution processes.
• Maintain proficiency with Microsoft 365, SharePoint, and Azure Cloud environments to support and manage these platforms effectively.

Qualifications :

Key Performance Indicators :

Work Schedule :

Job Type : Part-time

Pay : $30-$35 per hour, based on experience

Work Location : Remote

Salary : $30 - $35