IT ServiceDesk Technician

$19 - $22/Yr

Virgin Pulse - Covington, LA

Full-time - Entry Level

Covington, LA

Publishing Industries

About the position

Now is the time to join us! We're Personify Health. We're the first and only personalized health platform company to bring health, wellbeing, and navigation solutions together. Helping businesses optimize investments in their members while empowering people to meaningfully engage with their health. At Personify Health, we believe in offering total rewards, flexible opportunities, and a diverse inclusive community, where every voice matters. Together, we're shaping a healthier, more engaged future.

Responsibilities

• Work with the global Service Desk team, supporting 2000 users across 12 countries.
• Ensure efficient servicing of support tickets from internal users, focusing on Tier 1 support.
• Ownership/stewardship of Office 365, Active Directory, Azure, Intune, and other cloud-based applications.
• Ensure meeting rooms, corporate technology, and audio-visual services are operational across all offices.
• Provide first level support to corporate users via phone and email to diagnose and resolve issues.
• Respond promptly to support requests and maintain the 4-hour response and 24-hour fix/escalation SLA.
• Responsible for office deployments and the maintenance of technologies in that region.
• Assist in resolving hardware problems, system upgrades, networking setup and diagnosis, software problems, backup issues and file recovery.
• Assist in management of file transfer platform, creating and testing new connections, perform updates and changes to existing connections, review automation rules and workflows to aid in issue resolution.
• Triaging tickets effectively.
• Assist with SOC/HITRUST evidence and audit requirements.
• Ensure tickets are closed with correct resolution to avoid tickets being reopened.
• Manage end-user expectations and follow up on end-user feedback.
• Create and maintain a functioning Service Catalog within the ticketing system.
• Ensure secure configuration of all user machines and systems to make sure OS and Anti-Virus patching is up to date.
• Assist in maintenance of Active Directory and related accounts and services, including mail and file services through standard tools.
• Create process and user documentation relating to laptop/PC setup and review configurations before delivery to user.
• Assist in the procurement of hardware and software and manage configuration and deployment throughout the organization.
• Track licensing statistics and manage IT asset list, ensuring all records are kept up to date.
• Help to maintain software licensing requirements.
• Delivery of assigned projects within a timely manner.
• Test applications and systems to ensure functionality before production deployment.
• Assist with special projects as requested.
• Perform other duties as assigned.

Requirements

• Associates degree, or equivalent, in computer science or related discipline.
• 1-2 years of related IT desktop support work that includes a broad understanding of network support and MS Windows applications.
• Strong knowledge of network cabling, PCs, laptops, wireless and wired networks, email, Active Directory, printer services, TCP/IP, DNS and DHCP.
• Solid understanding of Windows and Mac client operating systems.

Nice-to-haves

• Experience with Office 365 administration.
• Understanding of Microsoft Active Directory/Azure Active Directory.
• LAN/WAN/WLAN networking expertise.
• Understanding of Microsoft Active Directory services and Azure AD services.
• Experience with SSO/Identity Provider management (OpenID/SAML applications).
• Experience with modern device management (MDM for laptops and mobile devices).

Benefits

• Base compensation ranges from $19 to $22 per hour, depending on location, skills, and experience.
• Eligible for 10% target bonus/variable compensation.
• Health, dental, vision, and mental health benefits.
• Flexible opportunities and a diverse inclusive community.