Technical Support Engineer

Zelis

100d • $59,000 - $79,000

About The Position

At Zelis, we Get Stuff Done. So, let’s get to it! A Little About Us Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients. A Little About You You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Requirements

• Bachelor's degree in computer science, systems management, information systems, or 3+ years of experience in a related field, and/or applicable technical certificate.
• Experience in IT end user support and systems experience.
• Self-Motivated, willing to learn and stay up-to-date with technology.
• Experience with various Windows OS’s, Office 365, and other Microsoft family products.
• Experience handling remote VPN access technology, two-factor authentication and troubleshooting.
• Experience in a related role requiring timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and software.
• Strong and effective customer relationship management skills and process/practice experience.
• Ability to distill complex information into easy-to-understand explanations to a variety of personnel, including the creation of 'How to' guides and step by step instructions.

Nice To Haves

• Knowledge of ITIL methodology is preferred.
• Prior experience supporting end user support and systems in a large, geographically dispersed enterprise environment.
• Enterprise desktop support, Microsoft Active Directory, Entra, Intune.
• Experience with supporting MacOS in enterprise environment.
• Experience with MFA (DUO, Okta, MS authenticator).
• Experience supporting environments with VPN infrastructure.

Responsibilities

• Provides exceptional tier 2 deskside and remote support to Zelis users.
• Provides installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio/visual, networks, printers, and computer peripherals.
• Troubleshoot remote/on-site network connectivity problems e.g., VPN.
• Perform laptop imaging and configuration utilizing Intune Autopilot.
• Configure mobile devices for Intune MDM/MAM.
• Coordinate hardware warranty repair with vendors and external services such as Dell.
• Collaborate with 3rd party vendors to resolve technical issues.
• Creating and updating technical documentation and user facing documentation where applicable.
• Take ownership of small and large projects, working with various internal/external teams to accomplish goals.
• Be an advocate for our users, understand their challenges, and look to remove blockers.
• Make data driven, empathetic decisions, and take a holistic collaborative approach to decision making.
• Adhere to best practices with ticket management.
• Strong understanding and skills in SLA, KPI Management.

Benefits

• 401k plan with employer match.
• Flexible paid time off.
• Holidays.
• Parental leaves.
• Life and disability insurance.
• Health benefits including medical, dental, vision, and prescription drug coverage.

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees