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Software & Technology
Wellpath Hiring for IT L2 Support Specialist Job at Atlanta, GA Full Time
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Why Wellpath:
Education
Experience
Licenses/Certifications
Here at Wellpath, everything that we do is about taking care of people – our patients, our staff and our partners. We are committed to making a difference by providing hope and healing to vulnerable patients in challenging clinical environments. Our talented, compassionate team thrives in an autonomous environment, is empowered and supported by education, training and the resources to practice healthcare the way it is meant to be and strives to “Always Do The Right Thing!”
About this role:
The IT L2 Support Specialist will bridge the gap between the Level 1 Helpdesk personnel and the rest of IT. The IT L2 Support Specialist will be the primary escalation point for all Level 1 Helpdesk personnel and will work to resolve escalated issues or escalate to the proper IT Teams. This role is also responsible for End User Hardware support.
What you bring to the table:
Education
- Bachelor’s Degree in Computer Science or commensurate experience
Experience
- Minimum of 2 years’ experience working in an IT Service Desk/inbound Call Center environment
Licenses/Certifications
- Preferred, not required: Certification in relevant IT products/technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP))
What you will do:
- Experience using ITSM Ticketing tools (e. g. Service Now, Remedy) or similar ticketing systems to manage and track incidents
- Assisting L1’s with escalations and technical questions.
- Provide technical coaching and training as things change in the environment.
- Resolves all Level 2 issues
- Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (L3 Agent, Manager, etc.)
- IT Service Desk – provides first and second level technical support through phone, email and chat support (if applicable) to resolve technical end user service and support requests
- Corporate Office Deskside Support including but not limited to, Hardware deployment and support, peripheral deployment and support
- Advanced Computer Hardware and Operating system troubleshooting
- End User Desk relocation and equipment moves
- Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
- Follow-up with end users to provide status updates as per service level guidelines (SLA’s)
- Performs account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets).
- Communicates with customers at all levels of technical and non-technical skills sets
- Follow all standard operating procedures (SOP) through the effective use of Knowledge management
- Work collaboratively with people across the organization
- Support for PCs, laptops, printers, cell phones, and tablets etc.
- Support end users in their use of applications including but not limited to, Microsoft Office, Adobe, SharePoint, VPN, and MDM (mobile device management) including install, modification and repair
- Other Duties as assigned
EOE Minorities/Females/Disabled/Vets.
Our investment in you:
- Medical, Dental and Vision Insurance plan options
- Time off & leave benefits
- 401K
- Tuition Reimbursement
- Parental benefits
- Perks and discounts
- And more available here https://wellpathcareers.com/
