Our Technology Services Department works with Healthfirst's functions to conceive, deliver, and support the technology that executives, professionals and telecommuters need to succeed. This individual will serve as a single point of contact to customers for service request, service incident, work phones, dispatch queue when necessary and e-mail. He/she will log all incidents and create tickets detailing issues related to the customer. This position provides excellent customer support and consults on a wide range of highly technical issues with minimal assistance. The individual works in a team environment and provides or requests teammate assistance, as necessary. This position contributes technical analysis skills and occasionally leads Desktop integration projects.

Note: Must be available for 24 x 7 on-call rotation. Weekend work may be required.

This role will focus on the following areas:

• Provides quality deskside and remote support to end users.
• Resolves desktop issues with various Operating Systems (Windows, Mac) in a platform agnostic IT environment.
• Provides installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio/visual, networks, printers, and computer peripherals.
• Provides systems/network troubleshooting and support to include diagnosing, fixing, maintaining, and upgrading hardware and software as well as desktop applications.
• Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management)
• Ability to troubleshoot and resolve technical problems which includes Laptops, mobile devices, telecommunication, Office 365, Microsoft Window 7\10, Citrix, AWS, VDI, networking.
• Proactively follows up on IT service requests/IT problem tickets until customer confirms resolution.
• Be active and contribute to ways of automating tasks, streamline and improving processes.
• Research, test and implement desktop technologies and software to meet customer needs.
• Technician must maintain professionalism, good attitude and appropriate behavior with all Healthfirst personnel and with their clients and vendors.
• Participates in new hire orientation, migration, office moves and assist with inventory management.
• Ability to manage time effectively, multi-task and adapt to changes quickly in a fast-moving environment.
• On Call support rotation.
• After hour and weekend work may be required.
• Field service support within the metropolitan area when necessary.

Minimum Requirements :

• Working knowledge of an IT Service Desk Tool (ServiceNow) and best practices
• Knowledge of Microsoft products: Operating System, Office Suite (365, Exchange, SharePoint, OneDrive, Teams, and Skype for Business), Azure, SCCM, Active Directory
• Knowledge of mobile devices (iOS and Android): installation, configuration, troubleshooting
• Knowledge of network monitoring tools
• Must have strong written and verbal communication skills, including ability to communicate in terms understandable to end users at all levels.
• This position requires minimum 3 days in office.

Preferred Requirements :

• Associate's or Bachelor’s Degree preferred.
• Minimum Certification: CompTIA A+
• MCSE or MCSA preferred
• ITIL Foundation preferred
• Experience with Zoom video conferencing, mobile devices Android/Apple, Service Now, Macintosh and PC hardware, software and operating systems, Active Directory, Azure, Intune.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.

EEO Law Poster and Supplement

All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst. Healthfirst will never ask you for money during the recruitment or onboarding process.

Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $61,600 - $83,200

• All Other Locations (within approved locations): $54,900 - $81,120

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

• The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.

Healthfirst is one of the nation’s largest not-for-profit health insurers, offering members access to high-quality, affordable healthcare. The... Read more