Description - Internal

As a Systems Support Associate, you will be responsible for providing front line support for Health Advocate's desktop, telecommunications and systems infrastructure. Responsibilities include resolving technical support issues while documenting problems accurately and troubleshooting issues that may arise; create tickets for support desk requests via phone, email, or in person, troubleshooting questions within scope of the position when possible; coordinate new set-ups; monitor the status of support desk tickets ensuring they are completed in a timely manner. The continued success of Health Advocate employees depends on expert and timely support.

Essential Job Functions

• Manage resolution of inbound technical support calls, email, and web-based support requests quickly, professionally and efficiently
• Handle resolution of multiple issues on a given day
• Troubleshoot desktop, phone and call center application issues
• Setup new PCs including systems configuration and application installs
• Work in a fast paced environment
• Provide back up for department leads

Qualifications

*         High school diploma or GED required.

*         Associates degree from an accredited college or university in computer science, MIS or a

related field preferred. Equivalent work experience in a similar position may be substituted for

educational requirements.

*         Minimum two years' experience with Windows operating systems and hardware required

*         Excellent troubleshooting skills

• Excellent communication and interpersonal skills
• Intermediate knowledge of MS Word, Excel, and Outlook required
• Networking knowledge a plus
• Desire and ability to learn
• Ability to work independently and be a strong team player
• Strong time management, organizational and technical skills
• Ability to lift and move computer equipment (up to 40 lbs.)
• Prior help desk/systems support experience a plus
• Industry certifications related to job duties preferred a plus (e.g., CompTIA A+, Network+, etc)