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J208255

Senior IT Infrastructure Analyst - End User Services Technician

Highmark Wholecare

  • Company April 2022 Ed (1)
  • Pittsburgh, PA
  • IS/IT
  • Full time
  • Day (United States of America)

Company :

Highmark Wholecare

Job Description : 

JOB SUMMARY

The  Executive End User Services Technician  provides concierge-level desktop and mobile support to empower Highmark Wholecare executives and their executive admins to work optimally.  This highly visible role must meet enhanced service levels including 24/7 availability to resolve issues and answer questions with best-in-class customer service.  This person must be self-motivated, reliable, and comfortable with multi-tasking. They must maintain a high attention to detail and be inventive as needed. Acting as the primary responder to our C-Suite customers both remotely and in person, you will communicate in an open, helpful, and engaging manner and focus on finding the best solution with each customer.

You will connect with our customers to address questions or issues, through multiple channels such as Phone, Email, etc. You will work primarily out of our Pittsburgh office and be available onsite to address technology concerns. As a valued team member, you will be required to travel to customer sites to address any technology issues. You will drive your own car and all of your travel expenses will be fully reimbursed.

ESSENTIAL RESPONSIBILITIES 

1. Perform operational support of IT Infrastructure technology including, but not limited to, network, security, messaging, storage, voice, etc.

2. Perform analysis and resolve problems to restore normal IT Infrastructure operational levels.

3. Complete project tasks to enable the on time, within budget and scope delivery of IT Infrastructure projects. 

4. Assure compliance to required standards, procedures, guidelines and processes.

5. Other duties as assigned or requested.

QUALIFICATIONS

Minimum

  • High School Diploma or equivalent required
  • 3-5 years of experience in Information Technology

Preferred

  • Experience in Information Technology and/or Help Desk, Computer Support, and Network Support
  • Experience with Windows 10, Citrix, Microsoft Office 365, Printers, Mobile devices, SCCM
  • Troubleshooting of hardware and software on Dell, and HP laptops
  • Wired and wireless network configuration and troubleshooting skills
  • Experience with data recovery situations and projects
  • Support for collaboration tools such as Zoom, GoToMeeting, Microsoft Teams, WebEx
  • Provide support for all standard Microsoft Office products, and various email and calendar clients. Includes installation, troubleshooting, and user assistance and training.
  • Ability to assess technical problems and offer an effective and timely solution

SKILLS

Preferred

  • Demonstrated Customer Service Excellence
  • Excellent Technical Problem Solver & Ability to Troubleshoot Problems
  • Professional Appearance & Personable Attitude
  • Responsible & Dependable
  • Attention to Detail
  • Self-Motivated & Fast Learner
  • Excellent Organizational and Time-Management Skills
  • Proven Ability to Work Accurately & Meet Deadlines

SCOPE OF RESPONSIBILITY 

Does this role supervise/manage other employees?         

No

WORK ENVIRONMENT

Is Travel Required?

No  

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability. 

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf )

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.

For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

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