IT Support

• Provide basic laptop/mobile support (Windows, Mac, Linux, Apple, Android).
• Provide basic software support for agency specific applications and others, including Microsoft Office365, Google Apps, and other business applications.
• Provide problem diagnosis and resolution for basic software, hardware, and network issues, equipment setup.
• Recognize when to escalate unresolved issues to advanced support staff and provide seamless handoffs.
• LAN support, networked printer support, basic internal network/server troubleshooting, configure wireless settings/patching.
• Monitor system performance and report anomalies.
• Offer users step-by-step solutions and provide clear instructions on software and hardware usage.
• Receive, log, manage, refer or resolve incident tickets within the prescribed processes and SLAs.
• Provide support for software and application installation and upgrades.
• Identify, communicate, and eliminate trends related to technology incidents.
• Maintain confidentiality about the information being processed, stored, or accessed by the end-users on the network.
• Demonstrate the ability to work independently and prioritize multiple competing tasks.
• Attend training sessions and stay updated with system information, changes, and updates.
• Other duties as assigned.

IT Support Specialist I

Director of Enterprise Architecture – Applications

Senior IT Engineer – Active Directory Administrator

IT Manager I

Help Desk Specialist

Senior Product Manager – CarelonRx Pharmacy Benefit Manager