Associate, Cloud & Adv Tech Service Desk Analyst
Company: MVP Health Care, Inc.
Posted on: May 14, 2022
Associate, Cloud & Adv Tech Service Desk Analyst Headquarters
Office, 625 State Street, Schenectady, New York, United States of
- Rochester Office, 220 Alexander Street, Rochester, New York,
United States of America
- Virtual Req #1104 Monday, April 11, 2022 Over 35 years strong
and fueled by 1,700 smart, passionate employees across New York
state and Vermont, MVP is full of opportunities to grow. We are a
nationally recognized, award-winning leader for a reason. The
beating heart of our company is a wide range of employees from a
diverse set of backgrounds-tech people, numbers people, even people
people-working together to make health insurance better. If you are
ready to join a thriving, mission-driven company where you can
create your own opportunities and make a positive difference-it's
time to make a healthy career move to MVP! Full-Time,
Non-exemptPosition can be virtual/remote within New York State
Provides customer service on a wide range of technical issues to
internal MVP employees and external constituents in busy call
center environment. Works scheduled phone support shifts comprising
a significant portion of the workweek. Resets passwords and
troubleshoots basic desktop PC issues. Process, routes and tracks
incoming service requests. Performs basic desktop PC support mainly
via telephone. Logs calls in trouble ticketing system. Provides
follow-up phone calls and/or investigation when needed to meet call
resolution goals. Performs account management including creating
Active Directory accounts and processing terminations. Creates
procedural documentation and training materials, trains coworkers
on IT systems and procedures when needed. Fully and clearly
documenting calls, including steps taken and resolution.
Contributes to department and company goals and standard monthly
individual goals. Monitors system availability in accordance with
Service Level Agreements and applies escalation and notification
policies appropriately. Develops knowledgebase articles to support
team's incident management process. Interacts with networking,
telecom, and other production support teams when resolving issues.
Answers phone calls and written inquiries completely and accurately
while meeting departmental guidelines. Primary interaction with
customers will be via telephone, but scope of responsibility will
also include responding to e-mail, walk-up inquiries, and other
correspondence. Performs other duties as assigned. POSITION
QUALIFICATIONS Minimum Education: Two-year college degree in
business or technology or equivalent customer service experience.
Minimum Experience: Two to five years work experience in IT
customer-focused environment with strong technical (PC and
Internet) aptitude. Required Skills:
- Strong PC skills including demonstrated ability to touch-type
and enter detailed information into trouble-ticketing system while
interacting with customers on telephone.
- Excellent telephone communication skills; strong
problem-solving skills; effective written and verbal communication
skills and customer-oriented disposition with willingness to work
through simple and complex issues on telephone.
- Ability to effectively troubleshoot routine desktop PC
- Good basic skills with Microsoft Word, Excel, Web Browsers, and
Outlook; knowledge of networking and file management concepts
including using folders, moving files, renaming files, etc.
- Working knowledge of Active Directory, Cisco remote access,
wireless concepts, Citrix, PC concepts, and operation.
- Familiarity with Web-based applications and concepts including
a solid understanding of Web browsers, use of bookmarks, Website
- Aptitude for learning more advanced troubleshooting techniques
through combination of on-the-job training, self-paced learning,
and formal classroom training opportunities.
- Ability to work independently and prioritize workload in effort
to meet goals and objectives. Preferred Skills:
- Prior IT Service Desk or Help Desk experience highly
- Experience with a trouble-ticketing application a big
- Microsoft or Help Desk Institute Certifications a big plus.
About MVPMVP Health Care is a nationally recognized, not-for-profit
health insurer caring for more than 700,000 members in New York and
Vermont. Committed to the complete well-being of our members and
the communities we serve, MVP makes health insurance more
convenient, more supportive, and more personal. We are powered by
the ideas and energy of more than 1,700 diverse, employees from all
backgrounds, committed to having a positive impact on the health
and wellness of everyone we serve. MVP Health Care is an
Affirmative Action/ Equal Employment Opportunity (PDF). We recruit,
employ, train, compensate, and promote without regard to race,
religion, creed, color, national origin, age, gender, sexual
orientation, marital status, disability, genetic information,
veteran status, or any other basis, e.g., Pay Transparency (PDF),
and the EEO is the Law Poster and Supplement protected by
applicable federal, state or local law. Any person with a
disability needing special accommodations to the application
process, please contact Human Resources at email@example.com
Please apply and learn more - including how you may become a proud
member of our team.
Keywords: MVP Health Care, Inc., Schenectady , Associate, Cloud & Adv Tech Service Desk Analyst, Professions , Schenectady, New York
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