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Analyst, Desktop Support

Company: Evolent Health
Location: Brea
Posted on: January 16, 2022

Job Description:

**This is an unique opportunity to improve the health and wellbeing of millions of Americans!**Founded in 2002, New Century Health has been on the cutting edge of value-based innovation for decades as the nation's foremost specialty care management company, specializing in managing cancer and cardiology patients for both payers and risk-based providers. Formerly backed by Water Street Partners, the company was acquired by Evolent Health in 2018 and has scaled tremendously since.Specifically, New Century Health provides physicians with clinical decision and population health management tools to ensure that their patients receive the highest quality, most affordable care. These best-in-class tools, which have earned the business URAC accreditation in Health Utilization Management and NCQA accreditation in Utilization Management, consistently drive clinical and financial improvements for the two most complex and expensive diseases in the nation. This commitment to excellence has helped spur our success and put us on track to surpass record-breaking year-over-year growth in the coming years.Evolent Health is looking for a **Desktop Support Analyst** to be a key member of the IT Helpdesk team. This individual will play a critical role in executing Evolent Health's mission by supporting our internal and external users and providing help desk, network, and other IT related services. This individual will troubleshoot routine and non-routine problems - including desktop and application software support, print services, email, and hardware versus network issues through a combination of onsite and remote support. This employee will also use specific IT skills and abilities to identify, develop, and maintain technologies where they most make sense.**What You'll Be Doing:**This role requires a high degree of focus, discretion, knowledge, organization, communication, and rapport skill. Ideal candidate is a self-starter, technically adept, able to work independently and within a team, and has a friendly positive attitude.+ Install / upgrade all PC's and peripherals, ensuring proper configuration and network connection+ Oversee configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices+ Respond to customer requests/incidents received and provide first level support for both offsite and local customers+ Relocate or change new user equipment, conduct IT equipment inventories and reconciliations, manage and update associated inventory databases+ Provide advanced support for multiple enterprise applications including: e-mail, calendar scheduling, word processing, spreadsheets, presentations, Internet browsers, as well as department-specific applications. Assists Infrastructure team as needed+ Maintain continual communication with customers during the challenge resolution process+ Remotely access, diagnose, and resolve requests utilizing computer remote control tools such as Skype, WebEx, Meraki etc.+ Identify gaps, develop ideas, create and implement software solutions Track/report results+ Advanced use of Ghost imaging solutions for PC image creation and OS installation+ Identify changes and configure technologies for new-hires and during periodic office moves+ Troubleshooting of (but not limited to) Microsoft Office (and Office365), networking, IT hardware and software issues. Triaging and routing to next level of support where appropriate+ Monitor inbound activity and manage expectations of concurrent customers/peers. Monitors the Service Desk ticket queue and provides follow up, ensuring timely and satisfactory resolution to user requests/incidents within SLA+ Proven ability with VOIP (IP based) telephone configuration and support+ Enter all call activity into call tracking CRM software. Ensure documentation of tickets are thorough and ticket details are accurate before transferring (or closing) calls, including call categorization, call activity type, description of issue or problem, and resolution entries+ Escalate customer challenges over to external service providers (e.g. other Helpdesk, Desktop Services, or LAN Services staff, etc.) as appropriate+ Keep management informed of call escalations, challenges, and trends+ Provide research, documentation, and knowledgebase development and maintenance of Tier 1 and some Tier 2 technical support issues+ Complete other projects and duties as assigned**The Experience You'll Need (Required):**+ 3- 5 years of experience in desktop support+ Experience with Active Directory, Symantec Endpoint Protection, and data back-ups+ Strong technical knowledge of laptop PCs, Microsoft Windows, enterprise software solutions, and domain networks+ Strong Microsoft Windows and Office skills (Windows 7, 8, 10, Outlook, PowerPoint, Word, and Excel). Administrative experience with Microsoft Office 365 desired+ JIRA, Track-IT or equivalent incident management system experience.+ Remote control software (Skype, WebEx, Cisco Meraki)+ Well-developed organizational skills and the ability to handle multiple duties and priorities simultaneously in a fast-paced environment+ Provide professional and quality customer service on phone and e-mail communications+ Application troubleshooting experience+ Able to multi task and handle deadlines with ease+ Highly organized and detail oriented**Finishing Touches (Preferred):**+ Experience with a call center would be preferred**Technical requirements:**Evolent allows employees to work remotely for many of our positions. For those working remotely, we require that all employees have the following technical capability at their home: High speed internet over 10 MBPS and, specifically for all call center employees, the ability to plug in directly to the home internet router.Evolent Health is committed to the safety and wellbeing of all its employees, partners and patients and complies with all applicable local, state, and federal law regarding COVID health and vaccination requirements. Evolent expects all employees to also comply. We currently require all employees who may voluntarily return to our Evolent offices to be vaccinated and invite all employees regardless of vaccination status to remain working from home. Certain jobs require face-to-face interaction with our providers and patients in client facilities or homes. Employees working in such roles will be required to meet our vaccine requirements without exception or exemption.**Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. Evolent Health maintains a drug-free workplace. Evolent has been** **named one of "Becker's 150 Great Places to Work in Healthcare" in 2016, 2017, 2018 and 2019 and are proud to be recognized as a leader in driving important Diversity and Inclusion (D) efforts. Evolent achieved a 95% score on its first-ever submission to the Human Rights Campaign's Corporate Equality Index, was named on the Best Companies for Women to Advance List 2020 by Parity.org, and we publish an annual Diversity and Inclusion Annual Report to share our progress on how we're building an equitable workplace. We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day. If you're looking for a place where your work can be personally and professionally rewarding, don't just join a company with a mission. Join a mission with a company behind it.**Compensation Range: The typical range of employees within the compensation grade of this position is . Salaries are determined by the skill set required for the position and commensurate with experience and may vary above and below the stated amounts.

Keywords: Evolent Health, Fullerton , Analyst, Desktop Support, Professions , Brea, California

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