IT Support Technician

Avalere Health • Washington, DC

4d • Hybrid

About The Position

The IT Support Technician will provide onsite and remote technical support to Avalere Health employees. The qualified candidate possesses a strong desire to provide excellent customer service and will demonstrate an eagerness to learn and thrive in an evolving technical landscape. The role will be primarily employee technical support, focusing on managing the employee’s expectation during the diagnosis, troubleshooting, and resolution of their technical issues.
This person must be able to work in an ever-changing environment and must have a positive, can-do attitude. The support technician must be detail-oriented and a proactive communicator who is motivated to take the lead on solving problems.

Requirements

• Associates degree or equivalent industry certifications required
• 2 years of technical support experience
• Knowledge of core IT systems, including Windows OS, OSX, iOS, Active Directory, Azure AD and Endpoint, Exchange, Office 365, and Microsoft Defender
• Strong multi-tasking and problem-solving skills, strong writing skills
• The ability to clearly explain technical processes
• Knowledge of ITIL defined vocabulary

Responsibilities

• Daily monitoring of assigned tickets and the incident management ticket queue
• Ownership of assigned tickets during the incident life cycle providing timely and informed responses to ticket creators
• Accurate recording of applied time against tickets
• Procurement, provisioning, and support of IT hardware including laptops, printers, and mobile devices
• Procurement, provisioning, and support of IT software and services
• Implement file and/or folder permissions changes
• End-User web filtering and email security support
• Engage and coordinate with hardware and software vendors to repair/support technology components in a timely manner
• Update and improve knowledgebase documentation as appropriate
• Adhere to asset management processes to ensure accurate recording of company resources from receipt to disposal
• Escalation of major incidents and problems to the escalation team
• Support business acquisitions and systems integrations from an IT perspective
• IT configuration and implementation project support
• Proactively suggest and deliver process improvements and fixes
• Document processes and maintain system’s administration and end-user guides
• IT security and policy governance in line with ISO-27001 adherence
• Assist in other areas of the IT department as and when required

Benefits

• 401K plan with an employer match contribution up to 4% (immediately vested)
• life insurance
• disability coverage
• medical, dental, and vision plans
• flexible working arrangements, including hybrid and remote work
• option to work from anywhere across the globe two weeks each year
• 20 vacation days plus one personal well-being day
• recognition of 9 public holidays
• gifted end-of-year holidays
• early Summer Friday finish in June, July, and August
• free counselling through our employee assistance program
• personalized health support
• enhanced maternity, paternity, family leave
• fertility policies
• continuous opportunities to professionally develop with on-demand training, support, and global mobility opportunities across the business

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree