Sr. Desktop Support Specialist

Availity; United States; On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player in healthcare IT seeks a Sr. Desktop Support Specialist to enhance their technical support team. This role involves providing high-level assistance to technicians, automating processes, and managing projects within an Agile framework. You'll be instrumental in improving operational efficiency and ensuring compliance through effective troubleshooting and documentation. Join a collaborative, remote-first company dedicated to transforming healthcare communication and provider management. This is a fantastic opportunity for those passionate about technology and eager to make a significant impact in a dynamic environment.

Qualifications

• 3+ years in a corporate helpdesk role with a focus on technical support.
• Experience with Azure Active Directory and Microsoft 365.

Responsibilities

• Provide technical support and root cause analysis for Intake technicians.
• Automate manual processes to improve customer experience.

Skills

Technical writing

Windows OS system management

Mac OS systems management

Deep dive troubleshooting

Scripting with Windows PowerShell

Software packaging with Microsoft SCCM

Basic project management

Microsoft Office Productivity Tools

Education

Bachelor's degree or equivalent work experience

CompTIA A+ Certification

Microsoft 365 Certified: Desktop Administrator Associate

Tools

ServiceNow

Microsoft SCCM

Intune

JAMF Pro

Job description

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

Availity is a Healthcare IT company headquartered in Jacksonville, FL with an office in Bangalore, IN and a significant remote workforce as well. Availity is the nation’s largest health information network, connecting 2 million providers nationwide and processing more than 12 billion transactions a year, and growing! We work collaboratively with health plans and providers to disrupt an antiquated healthcare system by solving core issues in the way stakeholders communicate. Fixing the broken provider data management process and creating real time communication of risk and quality information are just two of the ways Availity is streamlining this process. Availity also offers providers, hospitals, and health systems revenue cycle and patient financial management solutions. We help prepare our providers for the rise in consumerism and value-based care, so that they can get paid accurately, and timely, for their services.

The Sr. Desktop Support Specialist responsibilities will be a mixture of being the primary escalation point for the Intake technicians seeking assistance, automating manual processes to reduce toil and improve the customer experience, small to medium project ownership, and training to consistently improve their overall technical knowledge. With an opportunity to assist in performing all operational tasks for workstation patching, software packaging and deployment to workstations. And strong documentation creation skillset to create internal team troubleshooting or self-service processes for our customers.

This Sr. role will learn and adopt the Agile framework, while learning and practicing Scrum. This includes work planning, story writing, work estimation, and tracking project status.

Job Description: KEY RESPONSIBILITIES

Provide technical support assistance, root cause and proactive trend analysis to the Intake technicians. Reduce toil by identifying trending issues and automating/scripting manual processes. Conduct new associate onboardings remotely. Facilitate A/V support for Teams and Zoom conference rooms including vendor management. White glove support for our executive teams. Maintain asset management and stock maintenance through ServiceNow HAM processes.

Work with System Administrators for maintenance and upkeep of workstations with regular Operating systems patching and updates. This includes but is not limited to identifying needed application updates, package updates, and create requests to deploy to workstations. Create, update, and deploy software packaging for approved software. Review security/vulnerability reports and resolve them via automation/patching/upgrades to ensure workstations are kept compliant and meet all security and compliance policies.

Actively engage and work on assigned quarterly projects using Scrum. Test, document, and assist with corporate initiatives as assigned by manager. Engage in research and in-depth troubleshooting to resolve technical issues. Escalate complex and/or high priority problems to the Systems administrator and/or to the Engineering team for resolution when required.

Effectively, professionally, and respectfully represent other technology staff members, teams, and their services to customers or team members. Gather feedback from the business and present to team and management. Resolve all levels of work assigned. Other duties as assigned.

Education and Experience

REQUIRED:

Bachelor’s degree or equivalent work experience
3+ years’ experience in a corporate helpdesk role

2+ years’ experience in a senior helpdesk role

CompTIA Certifications: A+

Azure Active Directory experience

Microsoft 365 Certified: Desktop Administrator Associate

Experience in Windows PowerShell and Mac OSX Bash/Z Shell scripting

Apple Certified: JAMF 100 course completion or equivalent experience with macOS, iOS and JAMF Pro. Device configuration, app deployment, MDM, and smart groups.

Experience in Software licensing/renewals, application packaging, and deployment

PREFERRED:

CompTIA Certifications: Network+, Security+

Microsoft 365 Certified: Fundamentals (MS-900)

Microsoft Certified: Security/Compliance and Identity Fundamentals

Microsoft Certified: Power Platform Fundamentals

Microsoft Certified: Azure Virtual Desktop Specialty

M365 Applications – MS OneDrive for Business, MS SharePoint Online, MS Teams

Apple Certified Support Professional (ACSP)

Apple Certified: JAMF 200 certification, JAMF Helpdesk 2 series training, JAMF Pro MacOS

JAMF scripting series

SKILLS AND KNOWLEDGE

• Ability to communicate effectively and follow published process and procedure documentation. Technical writing skills.
• Creation of documentation and reports.
• Windows OS system management.
• Mac OS systems management.
• Deep dive troubleshooting (crash dumps, log analysis, etc.).
• System/OS patching using automation toolsets.
• Scripting with Windows PowerShell, zshell, and bash.
• Software packaging with Microsoft SCCM/Intune/JAMF.
• Creation of task sequences/automation for self-service of applications by end users.
• Software updates packaging and deployment using automation toolsets.
• Work estimating and planning using Scrum.
• Basic project management (days to a few weeks).
• Microsoft Office Productivity Tools (Intermediate)
• Basic data analysis/reporting using PowerBI/Excel.
• Self-directed learning to improve skills and knowledge

Video Camera Usage:

Availity fosters a collaborative and open culture where communication and engagement are central to our success. As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.

Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships. The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.

Disclaimers:

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at http://www.dhs.gov/e-verify .

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