Security Clearance required:No clearance requiredCognosante is on a mission to transform our country’s healthcare system.
With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens.
From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation.
Learn how we are making a difference in people’s lives today!Job DescriptionCognosante is looking for a Tier 2 Sr Service Desk Analyst.
This candidate will possess an outstanding customer service focus coupled with solid technical skills.
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The Tier 2 Sr Service Desk Analyst will be part of the Level 2 Support Services Team, supporting and working with customers via phone and/or email, daily, to understand, research, and resolve highly technical issues.
This candidate will also work with the procurement, system operations, security, and tier 1 teams.
This candidate is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.
The Tier 2 Sr Service Desk Technician is responsible for the following: To diagnose and resolve software and hardware incidents, to assist all our users with any logged IT related incident when called upon.
To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
To accurately record, update and document requests using the IT service desk system.
To install and configure new IT equipment.
Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
Manage and facilitate all hardware that is housed within the site, as well and handle shipping/receiving of hardware as required.
Some travel may also be required for this role.Key responsibilities* Support Executive Team (CEO, CFO, CXO)* Provide onsite and remote technical support* Lead projects or initiatives on behalf of the Support Services team* Support Microsoft, Business, and Third-party applications* Participate in the testing and deployment of Windows desktop images* Perform pc replacement/upgrade ensuring that the transition is smooth for the end user* Create documentation for the Support Service Help Center, both internal and external facing* Participate in on call after-hours and weekend support as needed* Assist with triaging incoming Service Desk calls, chats, tickets as needed* Maintain accurate and up to date notes in all tickets* Review open tickets daily and promptly following up on tickets* Ensure that initial response, ongoing communication, and resolution times are within SLAs* Install, maintain, and support IT equipment* Support Windows operating systems of various versions including Windows 8 and 10* Manage and support Office 365* Experience with IT Service Management ticketing systemsRequired Qualifications* Solid technical and troubleshooting skills on Windows PC and Mac* Minimum 3 years of Executive level support experience* Minimum 7 years of experience providing technical support* 3 year working knowledge of Active Directory* 2 year working knowledge of Office 365* Solid knowledge/understanding of computer hardware, servers, and networking* Bachelor’s Degree in Computer Information Systems, Information Technology, related field, or equivalent experienceCandidates that do not meet the required qualifications will not be considered.Additional Minimum Qualifications* Excellent written and communication skills* Exceptional customer service skills* Experience creating support documentation* Outstanding customer service skillsPreferred Qualifications* ITIL Foundations Certification* HDI Certification* Knowledge of PowerShell scripting* Experiencing with End Point Patching* Experience with Microsoft Azure* Experience with Office 365* Experience with Microsoft Intune* Experience with Microsoft Active Directory* Experience with Microsoft Intune Autopilot* Thorough knowledge of Microsoft Exchange in a hybrid environment* Experience with Imaging* Experience with Site Management and Inventory Control* Ability to read, write and speak Spanish at a Native fluency level
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