System Support Associate

Plymouth Meeting, PA, United States

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Join our award winning team!

2023 Awards:

• National Customer Service Association All - Stars Award: Service Organization of the Year.

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

BASIC FUNCTION

As a Systems Support Associate, you will be responsible for providing front line support for Health Advocate's desktop, telecommunications and systems infrastructure. Responsibilities include resolving technical support issues while documenting problems accurately and troubleshooting issues that may arise; create tickets for support desk requests via phone, email, or in person, troubleshooting questions within scope of the position when possible; coordinate new set-ups; monitor the status of support desk tickets ensuring they are completed in a timely manner. The continued success of Health Advocate employees depends on expert and timely support.

MAJOR JOB FUNCTIONS

Manage resolution of inbound technical support calls, email, and web-based support requests quickly, professionally and efficiently

Tracking, managing, updating, and reporting of tickets.

Engage as part of a call queue and ensure your Average Speed of A nswer (ASA) maintains at low levels.

Handle resolution of multiple issues on a given day

Troubleshoot desktop, phone, telephony, and call center application issues

Responsible for setting up new laptops, desktops, WYSE terminals including systems configuration and application installs

Responsible for supporting administrative aspects of Health Advocate systems including Microsoft Windows, MAC, Linux, VPN, Citrix, Microsoft 365, and custom application support.

Systems imaging, software installations, software and hardware fixes.

Responsible for collaborated management of Asset Management and tagging of devices.

Work in a fast-paced environment

Provide back up for departmental functions with recurring task requirements.

Team Interfaces/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts. Cooperate with team members to meet goals or complete tasks

Provide quality customer service that exceeds customer expectations and improves level of service being provided

Treat all internal/external customers, team members and department contacts with dignity/respect

Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

Mental and Physical Requirements This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers

The nature of the work in this position is sedentary and the incumbent will be sitting most of the time.

Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day

Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day

RELATED DUTIES AS ASSIGNED The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents

Consequently, job incumbents may be asked to perform other duties as required

Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above

Please contact your local Human Resources to request a review of any such accommodations.

MINIMUM QUALIFICATIONS

Applicant for this job will be expected to meet the following minimum qualifications. Medium to strong technical background with a solid history of delivering outstanding customer service and support.

Ability to interact effectively with peers, business users and all levels of management

Very strong organizational, task management, and prioritization skills, along with the ability to display strong sense of urgency

Ability to work with minimal supervision in a fast paced, dynamic environment

Good communication skills as well as the ability to multi-task

Education High School Degree or GED required

Bachelor (4-year) degree, with a technical major, such as engineering or computer science.

MCSA or MCSE Certification is a plus

Experience 5+ years' experience administering Windows servers and networks.

5+ years' experience working with Active Directory Users and Computers

5+ years' experience working with Citrix environments.

5+ years' experience working with Mobile devices and Mobile Device Management

5+ years' experience working with desktop setups, imaging, and deployment.

Management experience a plus

Other Must score acceptably on job related testing

Based on program may need to be bilingual in English, Spanish, etc.

Responsibilities sometimes require working evenings and weekends, usually with advance notice but sometimes with little advanced notice.

No regular travel required.

Requirements High school diploma or GED required.

Associates degree from an accredited college or university in computer science, MIS or a related field preferred. Equivalent work experience in a similar position may be substituted for educational requirements.

Minimum two years' experience with Windows operating systems and hardware required

Excellent troubleshooting skills

Excellent communication and interpersonal skills

Intermediate knowledge of MS Word, Excel, and Outlook required

Networking knowledge a plus

Desire and ability to learn

Ability to work independently and be a strong team player

Strong time management, organizational and technical skills

Ability to lift and move computer equipment (up to 40 lbs.)

Prior help desk/systems support experience a plus

Industry certifications related to job duties preferred a plus (e.g., CompTIA A+, Network+, etc)

Company Overview

Health Advocate is the nation's leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.

Learn more

Health Advocate https://www.healthadvocate.com/site/

Facebook https://www.facebook.com/healthadvocateinc/

Video https://vimeo.com/386733264/eb447da080

Awards:

2023: National Customer Service Association All - Stars Award: Service Organization of the Year.

Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2022: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

Excellence in Customer Service Awards: Organization of the Year (Small)

Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium and large category (Silver)

2021: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Silver Winner

Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner

Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium and large category (Silver)

2020: National Customer Service Association All - Stars Award: Organizations of 100 or Greater, Runner-Up

Communicator Award of Distinction: October 2019 Broker News

MarCom Awards : Gold, COVID Staycation Ideas brochure

MarCom Awards : Platinum, 2021 Well-being Calendar

Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)

Health Advocate is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-I.35(c)