Technical Support Senior Analyst - HIH – Evernorth

·       Computer hardware diagnostic, troubleshooting, configuration, and refresh. 

·       Software installation and troubleshooting. 

·       Voice and video network diagnostic and repair. 

·       Mobile device configuration, training, and diagnosis. 

·       Recovery testing to confirm availability of systems where outages have occurred. 

·       Escalating unresolved issues in a timely manner.  

·       Maintaining and tracking inventory of hardware in the appropriate systems.  

·       Proactively setting expectations with colleagues.  

·       Following up to ensure colleague satisfaction.  

·       Interacting with other support groups to restore service and /or identify and correct colleague computing problems.  

·       Analyzing and identifying trends in issue reporting and develop preventative solutions. 

·       Leading process improvement efforts and proactively updating documentation. 

·       Serving as Subject Matter Expert (SME) across the organization. 

·       Perform other duties and responsibilities, as assigned. 

·       Strong knowledge of the following is preferred.  

o   Microsoft operating systems and Microsoft Office. 

o   Apple hardware and operating systems. 

o   Networking switches and data networks. 

o   IP telecommunications systems. 

o   Audio Visual Systems. 

·       Capability to analyze problems and use sound judgement for determining solutions. 

·       Ability to clearly communicate with colleagues and other Technology staff. 

·       At least 4 Years PC/LAN technical or equivalent experience preferred. 

·       Aptitude for providing strong customer service through interactions and communications, verbally and written. 

·       Willingness to complete technical documentation. 

·       A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.  

·       Willingness for continuing enhancement of technical skills through education/seminars and interaction with other Technology disciplines. 

·       Bachelor's degree and/or equivalent work experience in the technology, hospitality, retail or customer focused field highly regarded. 

·       A+ certification or equivalent combination of education, training, and experience.