Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Evolenteers make a difference wherever they are, whether it is at a medical center, in the office, or while working from home across 48 states. We empower you to work from where you work best, which makes juggling careers, families, and social lives so much easier. Through our recognition programs, we also highlight employees who live our values, give back to our communities each year, and are champions for bringing their whole selves to work each day. If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission. Join a mission with a company behind it.
What You’ll Be Doing
As a member of the IT End User Services team, the IT Tier 2 Specialist is instrumental in improving how we deliver support services to our colleagues. This role is for you if you have a passion for serving customers with an ability to adapt quickly and engage in both IT problem resolution and problem prevention.
Collaboration Opportunities
This position will collaborate with various teams across End User Services as well as work closely with the Digital Employee Experience and Networking teams when needed to ensure a complete resolution to open issues.
Ability to communicate and work with technical and non-technical audiences, including the ability to modify communication style to match the appropriate level of the audience targeted, with strong understanding of the impact of a message on the organization or customer is required.
What You Will be Doing
- Although this is mainly a Work from home position, you will be required to be on-site in the Arlington office as needed to provide on-site support, so living close to Arlington, Virgina is a requirement.
- Install/ upgrade/ troubleshoot all end user workstations, both physical and virtual, ensuring proper configuration and network connection.
- Provide support for multiple enterprise applications including but not limited to Microsoft Office365, Teams, OneDrive, Internet browsers, and department-specific applications.
- Remotely access, diagnose, and remediate vulnerabilities utilizing remote control tools such as Ivanti Neurons, TeamViewer, Meraki, Teams, etc.
- Install software packages as needed per company guidelines.
- Provide updates when requested, ensure tickets are kept up to date with detailed notes, and resolve tickets in a timely manner.
- Participate in rotating on-call schedule as needed.
Qualifications Required
- Bachelor’s degree or equivalent work experience.
- 3+ years of experience in desktop support.
- Technical knowledge of laptop PCs, Cloud PCs, Microsoft Windows, enterprise software solutions, and domain networks.
- Utilize both Azure and on-premises Active Directory to reset passwords, research equipment, and manage OU placement.
- Remote control software experience (such as Teams, TeamViewer, Cisco Meraki, Ivanti Neurons, Ivanti Endpoint Manager).
- Experience with Active Directory, Encryption services, Intune and Office365.
- Well-developed organizational skills and the ability to handle multiple duties and priorities simultaneously in a fast-paced environment.
- Excellent written and oral communication skills and Ability to communicate and work with technical and non-technical audiences, including the ability to modify communication style to match the appropriate level of the audience targeted.
Technical Requirements
We require that all employees have the following technical capability at their home: High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.