Hyphen Desktop Cloud Support Engineer - Hybrid

Description and Requirements

Hyphen is a healthcare technology company that makes it easy for health plans, providers and community organizations to share data and work together to deliver connected-care.

As a subsidiary of HF Management Services, LLC, and an affiliate of Healthfirst, Hyphen was built with deep experience in value-based care, a focus on health equity, and a steadfast commitment to ensuring value flows in ways that benefit the whole healthcare system.

Learn more at hyphencare.com. Our Technology Services Department works with Hyphen functions to conceive, deliver, and support the technology that executives, professionals and telecommuters need to succeed.

The Hyphen Desktop Cloud Support Engineer will serve as a single point of contact to customers for service request, service incident, work phones, dispatch queue when necessary and e-mail.

He / she will log all incidents and create tickets detailing issues related to the customer.

This position provides excellent customer support and consults on a wide range of highly technical issues with minimal assistance.

The individual works in a team environment and provides or requests teammate assistance as necessary. This position contributes technical analysis skills and will be involved in AWS cloud initiatives as necessary.

This position provides excellent customer support and consults on a wide range of highly technical issues with minimal assistance.

The individual works in a team environment and provides or requests teammate assistance as necessary. This position contributes technical analysis skills and will be involved in AWS cloud initiatives as necessary.

Responsibilities :

• Provides quality deskside and remote support to end users
• Resolves desktop issues with various Operating Systems (Windows, Mac) in a platform agnostic IT environment
• Provides installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio / visual, networks, printers, and computer peripherals
• Provides systems / network troubleshooting and support to include diagnosing, fixing, maintaining, and upgrading hardware and software as well as desktop applications
• Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management)
• Ability to troubleshoot and resolve technical problems which includes Laptops, mobile devices, telecommunication, Office 365, Microsoft Window 10, Citrix, AWS, VDI, networking.
• Proactively follows up on IT service requests / IT problem tickets until customer confirms resolution
• Be active and contribute to ways of automating tasks, streamline and improving processes.
• Research, test and implement desktop technologies and software to meet customer needs.
• Technician must maintain professionalism, good attitude, and appropriate behavior with all Healthfirst personnel and with their clients and vendors.
• Participates in new hire orientation, migration, office moves and assist with inventory management.
• Ability to manage time effectively, multi-task and adapt to changes quickly in a fast-moving environment.
• On Call support rotation.
• After hour and weekend work may be required

Minimum Requirements :

• HS Diploma or GED from Accredited Institution
• Working knowledge of an IT Service Desk Tool (ServiceNow) and best practices
• Knowledge of Microsoft products : Operating System, Office Suite (365, Exchange, SharePoint, OneDrive, Teams, Azure, Active Directory, AWS
• Basic AWS knowledge and wiliness to continue further education on cloud technologies
• Knowledge of mobile devices (iOS and Android) : installation, configuration, troubleshooting
• Knowledge of network monitoring tools
• Must have strong written and verbal communication skills, including ability to communicate in terms understandable to end users at all levels.

Preferred Requirements :

• Associate's or Bachelor's Degree
• MCSE, MCSA, AWS Cloud Practitioner
• ITIL Foundation
• Experience with Zoom video conferencing, mobile devices Android / Apple, Service Now, Macintosh and PC hardware, software and operating systems, Active Directory, Azure, Intune, AWS.

Hiring Range :

• Greater New York City Area (NY, NJ, CT residents) : $76,003 - $108,160
• All Other Locations (within approved locations) : $67,600 - $99,840

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements).

Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

The hiring range is defined as the lowest and highest salaries that Healthfirst in "good faith" would pay to a new hire, or for a job promotion, or transfer into this role.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State / Province or Local status unrelated to the performance of the work involved.