Position Overview
Provide tier 2 technical support for Zelis associates.If you have a passion for solving problems with a focus on technology, this role is perfect for you.
We seek a motivated and driven candidate to deliver a world-class experience for our associates.
In this role, you will act as an advocate for our associates, advising on how to leverage technology to drive business value.
Please Note: This position has been designated as a hybrid-office role.
This role is required to be in the office at least 3 days per week.
What you’ll do:
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 issue
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
What you’ll need:
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.
Experience with A/V systems and troubleshooting preferred but not required.
Be a self-starter with a passion for technology and a desire to continue to learn
Nice to have:
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
Location and Workplace Flexibility
We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India.
We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team.
In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.
Base Salary Range
$59,000.00 - $79,000.00At Zelis we are committed to providing fair and equitable compensation packages.
The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc.
Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role.
Zelis’ full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection.
The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.