Inovalon

Service Desk Technician

US-MD-Bowie
Requisition ID
2017-7342

Overview

Position Overview:

The Associate Service Desk Technician is responsible for providing remote technical support for hardware/software incidents and service requests on the enterprise LAN/WAN. The incumbent will serve as an advocate for night shift internal customers and external clients on ensuring the request through to resolution. 

Responsibilities

Duties and Responsibilities:

  • Provide telephone support/triage to the internal customer and external client
  • Investigate and resolve soft/hardware incident and service requests using remote diagnostic tools
  • Record hardware inventory transactions; asset management including updating, retrieving, deploying and securing equipment
  • Partner with Service Desk Technicians to determine escalation path and see through completion owning the incident/request
  • Provide effective communication of ongoing activity related to service requirements and incidents
  • May assist with installs, moves and changes (IMAC)
  • Effectively manages work, understands and meets SLA requirements (personal and team’s work queue) through the utilization of a ticketing process
  • Maintain compliance with Inovalon’s policies, procedures and mission statement
  • Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
  • Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company

Qualifications

Job Requirements:

  • A relentless pursuit of excellence
  • A strong sense of customer service and skilled at providing the highest level of service and value to our customers as well as promoting that sense among team members
  • Strong communication and documentation skills; and enjoys working in a team environment
  • Call center experience a plus
  • Minimum of 1 year of computer repair and/ or troubleshooting experience
  • Proven outstanding customer service skills
  • Ability to multi-task, nimbleness and highly functional within a team environment
  • ITIL experience a plus
  • Bilingual – with the ability to speak/read/write conversational level Spanish a plus
  • Some evenings and weekend work may be required

 

Education:

  • High school diploma required or equivalent experience
  • Associate’s degree in IT, technical field preferred or equivalent experience

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