Technical Support Analyst - Evernorth Health Services

The mission of the Technology Solutions and Support organization is to provide desktop support to our colleagues throughout the United States across both physical offices and a remote workforce while delivering the best possible experience to our colleagues.

We are looking for a Technical Support Analyst to join the Deskside Support Services (DSS) team.

You will act as a site contact, provide technical and process guidance to other members of the team, and participate in Technology projects across the organization.

This position will be responsible for ensuring an outstanding level of customer service and should possess advanced technical knowledge.

This role will be responsible for installing, configuring, troubleshooting, and repairing computer workstations while monitoring performance and diagnosing and resolving problems.

You will provide accurate, timely, and creative solutions to our colleague's computer and network problems while adhering to standard Technology practices and techniques.

This position will serve as an escalation point for technical, process, and procedural questions and issues.

Responsibilities:

Provide basic 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 the availability of systems where outages have occurred.

Manage basic ticket workflows including but not limited to:


* Escalating unresolved issues promptly.


* Maintaining and tracking inventory of hardware in the appropriate systems.


* Documenting and tracking the status of colleague inquiries and coordinating appropriate responses.


* Proactively setting expectations with colleagues.


* Following up to ensure colleague satisfaction.

Provide proactive support, maintenance, and innovation, including but not limited to:


* Implementing approved operating system enhancements.


* Recommending system modifications to reduce colleague problems.


* Interacting with other support groups to restore service and /or identify and correct colleague computing problems.


* Identify process improvement opportunities and support continuous improvement initiatives under the direction of your supervisor.


* Perform other duties and responsibilities as assigned.

Customer service & leadership


* Delivers exceptional customer service.


* Provide training on technology policy and procedure.


* Collaborate with management to promote excellent customer service and effective response times.


* Assist management by providing insight into general support issues.



* Ensure the team provides timely and courteous customer service to colleagues.


* Alerts colleagues and team members when a major problem is suspected.

Qualifications:


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