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Associate, Cloud & Adv Tech Service Desk Analyst

Company: MVP Health Care, Inc.
Location: Schenectady
Posted on: May 14, 2022

Job Description:

Associate, Cloud & Adv Tech Service Desk Analyst Headquarters Office, 625 State Street, Schenectady, New York, United States of America

  • 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 issues.
  • 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 addresses, etc.
  • 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 desired.
  • Experience with a trouble-ticketing application a big plus.
  • 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 hr@mvphealthcare.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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