Inovalon

  • Service Desk Technician

    Job Locations US-MD-Bowie
    Requisition ID
    2018-8859
  • Overview

    Inovalon is a leading technology company that combines advanced cloud-based data analytics and data-driven intervention platforms to achieve meaningful insight and impact in clinical and quality outcomes, utilization, and financial performance across the healthcare landscape. Inovalon's unique achievement of value is delivered through the effective progression of Turning Data into Insight, and Insight into Action.

     

    The Senior Service Desk Technician is responsible for providing complex hardware/software incident and service requests support on the enterprise LAN’s/WAN. The incumbent will serve as an advocate for internal customers and external clients on ensuring the request through to resolution and mentor other support staff.  This position may participate in two functional areas - Asset Management or Technical Support.

    Responsibilities

    •  Lead the day-to-day activities ensuring that priority tasks are addressed timely and in accordance with policy;
    • Provide direction for troubleshooting, facilitate resources and shift team priorities accordingly and collaborate with manager of competing priorities;
    • Handle escalated service calls for Inovalon employees and third party providers;
    • Develop/maintain internal support documents for use by all levels of support personnel as well as end-user documentation;
    • May serve as the vendor certified Senior Technician responsible for working closely with the vendor on “in warranty” equipment and the resolution of equipment and part failures, ensuring the appropriate replacement equipment is received in a timely manner;
    • Serve as a representative of the department on corporate initiatives such as opening of new facilities, equipment swap outs, group moves, etc.; and
    • Manage asset tracking which may include inventory logs, documentation, purchase order requests and reporting.

    Qualifications

    • 3+ years of experience in mid–level technical support with strong knowledge and experience trouble shooting various system and network issues including desktop/laptop hardware, Windows 7, Exchange, telephony, home networking equipment, applications, and other end-user associated technologies; understand networking fundamentals;
    • Experience and understanding of using Active Directory, DNS and DHCP in a windows infrastructure;
    • Experience in MCSE and ITIL desired;
    • Strong communication, analytical and problem solving skills. Strong interpersonal skills and ability to interact with customers, team members, and within various levels of management;
    • Proven outstanding customer service skills;
    • Ability to multi-task, nimbleness and highly functional within a team environment; and
    • Some evenings and weekend work required.

    Inovalon provides equal employment opportunities (EEO) to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability. 

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