Technical Support Senior Analyst - HIH – Evernorth

Responsibilities:

• Technical Assistance & Innovation
• Provide colleague technical support including but not limited to:
• · Computer hardware diagnostic, troubleshooting, configuration, and refresh.
• · Software installation and troubleshooting.
• · Voice and video network diagnostic and repair.
• · Mobile device configuration, training, and diagnosis.
• · Recovery testing to confirm availability of systems where outages have occurred.
• Manage basic ticket workflows including but not limited to:
• · Escalating unresolved issues in a timely manner.
• · Maintaining and tracking inventory of hardware in the appropriate systems.
• · Proactively setting expectations with colleagues.
• · Following up to ensure colleague satisfaction.
• Provide proactive support, maintenance, and innovation including but not limited to:
• · Interacting with other support groups to restore service and /or identify and correct colleague computing problems.
• · Analyzing and identifying trends in issue reporting and develop preventative solutions.
• · Leading process improvement efforts and proactively updating documentation.
• · Serving as Subject Matter Expert (SME) across the organization.
• · Perform other duties and responsibilities, as assigned.
• Customer service & leadership
• · Deliver exceptional customer service.
• · Provide training of technology policy and procedure.
• · Ensure team provides timely and courteous customer service to colleagues.
• · Serve as escalation point within the team to resolve more complex problems.
• · Lead Desktop Support Services (DSS) in engaging in more proactive planning.
• · Organize and Support DSS to be flexible and adaptable in meeting the changing needs of the organization.

Qualifications:

• · Strong knowledge of the following is preferred.
• o Microsoft operating systems and Microsoft Office.
• o Apple hardware and operating systems.
• o Networking switches and data networks.
• o IP telecommunications systems.
• o Audio Visual Systems.
• · Capability to analyze problems and use sound judgement for determining solutions.
• · Ability to clearly communicate with colleagues and other Technology staff.
• · At least 4 Years PC/LAN technical or equivalent experience preferred.
• · Aptitude for providing strong customer service through interactions and communications, verbally and written.
• · Willingness to complete technical documentation.
• · A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.
• · Willingness for continuing enhancement of technical skills through education/seminars and interaction with other Technology disciplines.
• · Bachelor's degree and/or equivalent work experience in the technology, hospitality, retail or customer focused field highly regarded.
• · A+ certification or equivalent combination of education, training, and experience.

About Evernorth Health Services

Preferred Qualifications

• · Strong knowledge of the following is preferred.
• · At least 4 Years PC/LAN technical or equivalent experience preferred.