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Zelis - Boston, MA
posted 16 days ago
About the position
Zelis is hiring a Hybrid Technical Support Technician - Boston, MA to join our rapidly-growing company! If you have a passion for solving problems with a focus on technology, this role is perfect for you. We seek a motivated and driven candidate to deliver a world-class experience for our associates. In this role, you will act as an advocate for our associates, advising on how to leverage technology to drive business value. This position is located in Boston, MA and has been designated as a hybrid-office role. This role is required to be in the office at least 3 days per week.
Responsibilities
- Provide exceptional tier 2 deskside and remote support to Zelis users
- Provide installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio/visual, networks, printers, and computer peripherals
- Troubleshoot remote/on-site network connectivity problems e.g., VPN
- Perform laptop imaging and configuration utilizing Intune Autopilot
- Configure mobile devices for Intune MDM/MAM
- Coordinate hardware warranty repair with vendors and external services such as Dell
- Creating and update technical documentation and user facing documentation where applicable
- Take ownership of small and large projects, working with various internal/external teams to accomplish goals
Requirements
- Must have 3+ years of Enterprise-level end user support and troubleshooting experience
- Experience with various Windows OS's, Office 365 suite
- Knowledge of Microsoft Active Directory, Entra, Intune
- Experience supporting users with VPN connectivity
- Familiarity with two-factor authentication (DUO, Okta, MS authenticator)
- Experience with A/V systems and meeting tools - Zoom, Teams, etc.
- Knowledge of MFA (DUO, Okta, MS authenticator)
- Experience with IT ticketing systems (Jira, ServiceNow, Zendesk, etc.)
Nice-to-haves
- Knowledge of ITIL methodology
- Knowledge of MacOS in enterprise environment (JAMF)
- Exceptional customer service, organization, communication, and interpersonal skills
- Exceptional analytic and problem-solving with attention to detail
- Ability to distill complex information into easy-to-understand explanations to a variety of personnel, including the creation of Standard Operating Procedures
