_Certilytics an nnovative company with a dynamic infusion of actuarial, data and behavioral scientists, IT engineers, software developers, nurse clinicians, as well as experts in public health and health insurance industry. We are seeking a SERVICE DESK TIER 2 TECH that wants to be part of an enthusiastic dynamic team working in an entrepreneurial environment where your experience and creativity is recognized. The ideal candidate will thrive in a performance based company that allows flexibility and work life balance. _
Certilytics is creating new ground-breaking analytic products within healthcare space. We are looking for the right person to join our team as a DATA ANALYST to work in close cooperation with peers and leadership to help build innovative, performant, secure and maintainable software systems.
The Service Desk Tier 2 provides technical customer service, support, and provision access controls to internal /external clients while working in a fast-paced environment that requires flexibility.
ESSENTIAL FNCTIONS
-Responsible for ensuring customer satisfaction in every step of problem resolution
-Creates and maintains associate network accounts and user rights (Demonstrate experience with security on Microsoft Windows platforms, Active Directory and Linux/Solaris, utilizing NIS)
-Creates and maintains associate e-mail accounts (Demonstrate experience with Microsoft Exchange 2003 and higher)
-Interact with customers from several different accounts via telephone, e-mail, etc. providing technical support and problems solving abilities
-Design, implement, maintain, repair and troubleshoot desktop hardware and software. -Document diagnostic steps, while troubleshooting the reported problem. Research is often required to find the correct solution
-Constant communication to end users and other team members is essential for successful operation. -Provide excellent case note documentation and track detailed information about each customer's service need in an on-line database. -Analyze customer problems and formulate plans of resolution
-Escalate unresolved calls to appropriate support specialist or service group
-Participate in on-going training and departmental development
-Ensures network security access and protects against unauthorized access, modification, or destruction
-Documents, tracks, and monitors the problem to ensure a timely resolution
-Familiar with a variety of the field's concepts, practices, and procedures
-Relies on experience and judgment to plan and accomplish goals
-Provides support to end users on a variety of issues
-Identify, evaluate and prioritize customer problems and complaints
-All other duties as assigned
Required Skills
REQUIREMENTS
-Associate's degree in a related area or equivalent work experience.
-Minimum of 3 years of technical experience in information technology or information systems.
-Minimum of 1 year of additional specialized experience working in a technical customer-support center.
-Past work experience in a fast paced customer focused service setting.
Experience with Microsoft Windows platforms, Active Directory, Unix and Linux.
Experience with Microsoft Exchange 2010 or above
-Experience using Remote Desktop or a related remote desktop control application to resolve issues on first contact.
-Experience using Altiris and/or Symantec Ghost to create and restore images. -Basic Network troubleshooting skills.
-Ability to acquire and maintain a working knowledge of a wide range of applications and systems.
-Extensive knowledge of Windows operating systems, Networking, Internet Explorer, MS Office products, Active Directory, and Anti-virus software.
-Excellent analytical and technical skills with the ability to troubleshoot and resolve PC & Laptop issues relating to hardware, software, security, and network.
-Ability to work independently and effectively as part of a team.
-Excellent customer service skills with the ability to communicate clearly with technical and non technical users.
-Must have excellent verbal and written communication skills.
Required Experience
REQUIREMENTS
-Associate's degree in a related area or equivalent work experience.
-Minimum of 3 years of technical experience in information technology or information systems.
-Minimum of 1 year of additional specialized experience working in a technical customer-support center.
-Past work experience in a fast paced customer focused service setting.
Experience with Microsoft Windows platforms, Active Directory, Unix and Linux.
Experience with Microsoft Exchange 2010 or above
-Experience using Remote Desktop or a related remote desktop control application to resolve issues on first contact.
-Experience using Altiris and/or Symantec Ghost to create and restore images. -Basic Network troubleshooting skills.
-Ability to acquire and maintain a working knowledge of a wide range of applications and systems.
-Extensive knowledge of Windows operating systems, Networking, Internet Explorer, MS Office products, Active Directory, and Anti-virus software.
-Excellent analytical and technical skills with the ability to troubleshoot and resolve PC & Laptop issues relating to hardware, software, security, and network.
-Ability to work independently and effectively as part of a team.
-Excellent customer service skills with the ability to communicate clearly with technical and non technical users.
-Must have excellent verbal and written communication skills.