IT Service Desk Technician - VirginPulse

Now is the time to join us! 

Who are you?

Reporting to the Manager, Service Desk, the IT Service Desk Technician will work with the global Service Desk team, supporting 2000 users across 12 countries, and ensuring users are receiving appropriate assistance and service.

Core responsibilities will include ensuring efficient servicing of support tickets from internal users and will focus on Tier 1 support including ownership/stewardship of Office 365, Active Directory, Azure, Intune, and other cloud-based applications.  Additionally, the IT Service Desk Technician is responsible for ensuring meeting rooms, corporate technology, and audio-visual services are operational across all offices.

This is a hands-on role involving servicing tickets while ensuring high levels of customer service quality and availability.

In this role you will wear many hats, but your knowledge will be essential in the following:  

• Reports directly to the Manager, Service Desk
• Provide first level support to corporate users via phone and email to diagnose and resolve issues; escalating to senior team members proactively where required to ensure efficient closure of tickets.
• Respond promptly to support requests and maintain the 4-hour response and 24-hour fix / escalation SLA.
• Responsible for office deployments and the maintenance of technologies in that region.
• Assist in resolving hardware problems, system upgrades, networking setup and diagnosis, software problems, backup issues and file recovery.
• Assist in management of file transfer platform, creating and testing new connections, perform updates and changes to existing connections, review automation rules and workflows to aid in issue resolution.
• Triaging tickets effectively
• Assisting with SOC/ HITRUST evidence and audit requirements
• Ensure tickets are closed with correct resolution to avoid tickets being reopened.
• Manage end-user expectations and following up on end-user feedback.
• Create and maintain a functioning Service Catalog within the ticketing system.
• Ensure secure configuration of all user machines and systems to make sure OS and Anti-Virus patching is up to date.
• Assist in maintenance of Active Directory and related accounts and services, including mail and file services through standard tools to ensure settings and accounts created / removed in a timely fashion.
• Create process and user documentation relating to laptop / PC setup and review configurations before delivery to user, ensuring issues are fed back and corrected before deployment.
• Assist in the procurement of hardware and software and manage configuration and deployment throughout the organization.
• Track licensing statistics and manage IT asset list, ensuring all records are kept up to date. Help to maintain software licensing requirements.
• Delivery of assigned projects within a timely manner.
• Test applications and systems to ensure functionality before production deployment.
• Assist with special projects as requested.
• Perform other duties as assigned.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

What you bring to the Personify Health team:

In order to represent the best of what we have to offer you come to us with a multitude of positive attributes including:

• Associates degree, or equivalent, in computer science or related discipline.
• 1-2 years of related IT desktop support work that includes a broad understanding of network support and MS Windows applications.
• Strong knowledge of network cabling, PC’s, laptops, wireless and wired networks, email, Active Directory, printer services, TCP/IP, DNS and DHCP.
• Solid understanding of Windows and Mac client operating systems.

You also take pride in offering the following Core Skills, Competencies, and Characteristics:

• Experience with Office 365 administration.
• Understanding of Microsoft Active Directory/Azure Active Directory.
• LAN/WAN/WLAN networking expertise.
• Understanding of Microsoft Active Directory services and Azure AD services
• Experience with SSO/Identity Provider management (OpenID/SAML applications).
• Experience with modern device management (MDM for laptops and mobile devices).

Work Environment

General office environment in which work is usually performed in a sitting position and may require stooping, kneeling, reaching, lifting, and carrying during the work shift.  Maybe required to lift up to 50 lbs. during the work shift.

• On-call availability for any critical or severe outages relating to corporate services.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

Personify Health is an equal opportunity organization and is committed to diversity, inclusion, equity, and social justice.

We strive to cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive. Personify Health is committed to driving Diversity, Equity, Inclusion and Belonging (DEIB) for all stakeholders: employees (at each organization level), members, clients and the communities in which we operate. Diversity is core to who we are and critical to our work in health and wellbeing.

In compliance with all states and cities that require transparency of pay, the base compensation for this position ranges from $45,000-$50,000. Note that salary may vary based on location, skills, and experience. This position is eligible for 10% company bonus as well as health, dental, vision, mental health and other benefits.