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Senior Service Desk Technician
Job Locations US-MD-Bowie | US-Remote
Requisition ID 2018-8914 Category (Portal Searching) Information Technology
Inovalon is a leading technology company that combines advanced cloud-based data analytics and data-driven intervention platforms to achieve meaningful insight and impact in clinical and quality outcomes, utilization, and financial performance across the healthcare landscape. Inovalon's unique achievement of value is delivered through the effective progression of Turning Data into Insight, and Insight into Action.
The Associate Service Desk Technician is responsible for providing phone and remote technical support for Application/Hardware/Software incidents and service requests across the enterprise. This position will require multi-tasking phone, email and Remedy tickets for internal and external end user IT support.
Provide telephone support/triage to the internal customer and external client;
Investigate and resolve soft/hardware incident and service requests using remote diagnostic tools;
Record hardware inventory transactions; asset management including updating, retrieving, deploying and securing equipment;
Partner with Service Desk Technicians to determine escalation path and see through completion owning the incident/request;
Provide effective communication of ongoing activity related to service requirements and incidents; - May assist with installs, moves and changes (IMAC);
Effectively manages work, understands and meets SLA requirements (personal and team's work queue) through the utilization of a ticketing process; and
All candidates to comply with all security policies/procedures.
A strong sense of customer service and skilled at providing the highest level of service and value to our customers as well as promoting that sense among team members;
Strong communication and documentation skills; and enjoys working in a team environment;
Minimum of 1 year of computer repair and/ or troubleshooting experience
Proven outstanding customer service skills;
Ability to multi-task, nimbleness and highly functional within a team environment;
ITIL experience a plus; and
Bilingual - with the ability to speak/read/write conversational level Spanish a plus.
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