Job Description

Your Future Evolves Here Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered.Our pursuit of this mission is the driving force that brings us to work each day. We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins. We have fun while working hard and Evolenteers often make a differencein everything from scrubs to jeans. Are we growing Absolutely and Globally. In 2021 we grew our teams by almost 50% and continue to grow even more in 2022.Are we recognized as a company you are supported by for your career and growth, and a great place to workDefinitely. Evolent Health International (Pune, India) has been certified as \'Great Places to Work\' in 2021. In 2020 and 2021 Evolent in the U.S. was both named Best Company for Women to Advance list by Parity.org and earned a perfect score on the Human Rights Campaign (HRC) Foundation\'s Corporate Equality Index (CEI). This index is the nation\'s foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ+ workplace equality. 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. What You\'ll Be Doing: IT Support Specialist Overview: As a IT Support, Specialist, you play a critical role in executing Evolent Health\'s mission by supporting our internal and external users and providing VDI Support, network, and other IT related services. You are responsible for troubleshooting routine and non-routine problems - including Amazon Workspaces, Microsoft Cloud PC, application software support, print services, email, and desktop hardware versus network issues through a combination of onsite and remote support. You will also use specific IT skills and abilities to identify, develop, and maintain technologies where they most make sense. One of the requirements for this position is a passion for serving customers with an ability to adapt quickly and engage in both problem resolution and problem prevention. We expect you to be a self-starter, technically adept, able to work independently and within a team. This position requires a great attitude, good communication, Analytical and problem-solving skills, as well as ability to research & resolve the escalated issues Responsibilities: Respond to customer requests/incidents received and provide Tier 1 and Tier 2 support including but not limited to password resets, hardware/software troubleshooting, equipment requests, etc. Provide support for multiple enterprise applications including but not limited to Microsoft Office365, Internet browsers, Amazon Workspaces, Microsoft Cloud PC, and department-specific applications. Provide technical assistance, including problem replication, triage, and resolution of issues. Remotely access, diagnose, and remediate vulnerabilities utilizing remote control tools such as Ivanti Endpoint Manager, Ivanti Neurons, Meraki, Teams, etc. Utilize Active Directory to reset passwords, research equipment, and manage OU placement. Work through audits of Amazon Workspaces, Microsoft Cloud PC and cloud products to prevent fraud/waste at managers direction. Advanced troubleshooting & Support of VDI, laptops, Chromebooks etc Install/ upgrade/ troubleshoot all end user workstations, both physical and virtual, ensuring proper configuration and network connection. Work with Information Security and Desktop Security teams to remediate vulnerabilities within laptops, Chromebooks etc. Collaborate with internal stakeholders, including team members from Systems Administrators, Networking, SharePoint, and other Business stakeholders when necessary for resolution of issues. Monitor incident trends, provide research, documentation, and knowledgebase development. Prioritize incidents based on business impact, severity level, and leadership direction. Display sound judgement on issueswithin your scope, knowing when to resolve and when to escalate to leadership for direction. Install software packages using Ivanti Endpoint Manager and Neurons. Monitor your ticket queue and maintain continual communication with customers during the ticket resolution process. Provide updates when requested, ensure tickets are kept up to date with detailed notes, and resolve tickets in a timely manner. Provide support and/or coverage to meet queue needs based on department needs and team availability. For critical issues that occur outside of normal business hours, you may be asked to participate in the resolution of issues. Complete other projects and duties as assigned. Consistently meet the SLA for IT Support. Required: 3 to 5 years of experience in end-user support & VDI platform. Technical knowledge of laptop PCs, Chromebooks, virtual workstations, Microsoft Windows, enterprise software solutions, and domain networks. Experience with JIRA, Ivanti Service Manager, or equivalent incident management system. Remote control software experience (Teams, WebEx, Cisco Meraki, Ivanti Neurons, Ivanti Endpoint Manager). Experience with Active Directory, Encryption services, Amazon Workspaces, Microsoft Cloud PC, and Office365 Application troubleshooting experience. Ability to provide professional and quality customer service via phone, email, and chat. Analytical problem-solving skills. Excellent written and oral communication skills. Well-developed organizational skills and the ability to handle multiple duties and priorities simultaneously in a fast-paced environment. Ability to communicate and work with technical and non-technical audiences, including the ability to modify communication style to match the appropriate level of the audience targeted, with strong understanding of the impact of a message on the organization or customer. Ready to work in shift. Ready to work in shift and provide on-call support. Preferred: Experience supporting all end-point devices. Experience supporting call center environment. Experience in the Healthcare industry. Experience working with remote team members in different time zones. Experience with Ivanti Endpoint Manager, Service Manager, and Neurons. Mandatory Requirements: We require that all employees have the following technical capability at their home: High speed internet over 10 Mbps, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations. 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 .

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