Technician, Desktop Support

Company: Evolent Health
Location: Lincoln
Posted on: January 16, 2022

Job Description:

**It's Time For A Change---****Your Future Evolves Here**Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Our pursuit of this mission is the driving force that brings us to work each day. We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins. We have fun while working hard and Evolenteers often make a difference in everything from scrubs to jeans.Are we growing? Absolutely - about 40% in year-over-year revenue growth in 2018. Are we recognized? Definitely. We have been named one of "Becker's 150 Great Places to Work in Healthcare" in 2016, 2017, 2018 and 2019, and one of the "50 Great Places to Work" in 2017 by Washingtonian. We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day. If you're looking for a place where your work can be personally and professionally rewarding, don't just join a company with a mission. Join a mission with a company behind it.**What You'll Be Doing:****Overview:**As a Technician of Desktop Support, you play a critical role in executing Evolent Health's mission by supporting our internal and external users and providing Desktop Support, network, and other IT related services. You are responsible for troubleshooting routine and non-routine problems - including desktop and application software support, print services, email, and hardware versus network issues through a combination of onsite and remote support. You will also use specific IT skills and abilities to identify, develop, and maintain technologies where they most make sense.One of the requirements for this position is a passion for serving customers with an ability to adapt quickly and engage in both problem resolution and problem prevention. We expect you to be a self-starter, technically adept, able to work independently and within a team, and have a friendly positive attitude.**Responsibilities:**+ Install/ upgrade/ troubleshoot all end user workstations, both physical and virtual, ensuring proper configuration and network connection.+ Provide support for multiple enterprise applications including but not limited to Microsoft Office365, Internet browsers, Amazon Workspaces, and department-specific applications.+ Provide support and/or coverage to meet queue needs based on department needs and team availability.+ Provide technical assistance, including problem replication, triage, and resolution of issues.+ For critical issues that occur outside of normal business hours, you may be asked to participate in the resolution of issues.+ Respond to incidents received and provide Tier 1 support including but not limited to password resets, hardware/software troubleshooting, equipment requests, etc.+ Utilize Active Directory to reset passwords, research equipment, and manage OU placement.+ Collaborate with internal stakeholders, including team members from Systems Administrators, Networking, SharePoint, and other Business stakeholders when necessary for resolution of issues.+ Prioritize incidents based on business impact, severity level, and leadership direction.+ Monitor your ticket queue and maintain continual communication with customers during the ticket resolution process.+ Provide updates when requested, ensure tickets are kept up to date with detailed notes, and resolve tickets in a timely manner.+ Install software packages using Ivanti Endpoint Manager and Neurons.+ Display sound judgement on issues within your scope, knowing when to resolve and when to escalate to leadership for direction.+ Remotely access, diagnose, and remediate vulnerabilities utilizing remote control tools such as Ivanti Endpoint Manager, Ivanti Neurons, Meraki, Teams, etc.+ Complete other projects and duties as assigned.**Required:**+ Technical knowledge of laptop PCs, zero clients, virtual workstations, Microsoft Windows, enterprise software solutions, and domain networks.+ 1+ years of experience in desktop support.+ Experience with Office 365.+ Experience with JIRA, Ivanti Service Manager, or equivalent incident management system.+ Strong time management, attention to detail, analytic and organizational skills.+ Ability to think critically and solve complex issues.+ Ability to provide professional and quality customer service via phone, email, and chat.+ Excellent written and oral communication skills, along with collaborative team skills.+ Remote control software experience (Teams, WebEx, Cisco Meraki, Ivanti Neurons, Ivanti Endpoint Manager).+ Well-developed organizational skills and the ability to handle multiple duties and priorities simultaneously in a fast-paced environment.+ Ability to communicate and work with technical and non-technical audience, including the ability to modify communication style to match the appropriate level of the audience targeted, with strong understanding of the impact of a message on the organization or customer.+ Application troubleshooting experience.**Preferred:**+ Experience supporting call center environment.+ Experience with Chromebooks and Macs.+ Experience with Active Directory, Chromebooks, Amazon Workspaces, and Encryption services.+ Experience in the Healthcare industry.+ Experience working with remote team members in different time zones.+ Experience with Ivanti Endpoint Manager, Service Manager, and Neurons.**Technical requirements:**Currently, Evolent employees work remotely temporarily due to COVID-19. As such, we require that all employees have the following technical capability at their home: High speed internet over 10 MBPS and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.Evolent Health is committed to the safety and wellbeing of all its employees, partners and patients and complies with all applicable local, state, and federal law regarding COVID health and vaccination requirements. Evolent expects all employees to also comply. We currently require all employees who may voluntarily return to our Evolent offices to be vaccinated and invite all employees regardless of vaccination status to remain working from home. Certain jobs require face-to-face interaction with our providers and patients in client facilities or homes. Employees working in such roles will be required to meet our vaccine requirements without exception or exemption.**Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.**Compensation Range: The typical range of employees within the compensation grade of this position is $40,000 - $60,000. Salaries are determined by the skill set required for the position and commensurate with experience and may vary above and below the stated amounts.

Keywords: Evolent Health, Lincoln , Technician, Desktop Support, Professions , Lincoln, Nebraska