DTS Service Desk Level 1

Location: Orange, California US

Notice

This position is no longer open.

Job Number: 2610

Workplace Type:

Position Title: DTS Service Desk Level i

External Description:

This role is critical to Alignment IT service excellence delivery.  Provide day-to-day service and support to Alignment-users who need assistance with their computer hardware or software. May install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems, either over the phone or in person.  Opens, transfers and closes incident tickets to the standards of the department within a timely fashion. 

General Duties/Responsibilities:

(May include but are not limited to)

  • Log all help desk calls or email requests into Incident Reporting System and update tickets as required by departmental policy.
  • Analyze and resolve incidents with a goal of 90% First Call Resolution for all tickets that fall within that scope. Prioritize and manage multiple open incidents.  Working continuously on a task until completion.  Adhere to incident service level agreements.   Escalate to second or third-level support where appropriate.
  • Image, Configure and Support the deployment of new computer systems.
  • Follow diagrams and written instructions to repair a fault or set up a system.
  • Provide local and remote support with Okta, Windows 10, Office 365, Teams, Citrix, iOS, OSX, Standard Desktop Image, Remote Access, VPN, Printer Troubleshooting and basic cabling.
  • Keep peers and end users informed of trends, significant problems, unexpected delays and anything new in the environment.
  • Ensure all protocols and service desk processes are compliant with IT Operations Policies and Procedures as well as company Policies and Procedures.
  • Special provisions will be made for Executive device support.
  • Will be required to provide after-hours and weekend support.  Travel to remote Clinics/Offices will also be required.

Minimum Requirements:

Minimum Experience:

 

  • 5+ years of experience as a Service Desk Technician providing support via phone, email. Remote tools and desk side.
  • Minimum 2 years hands-on experience with Executive Support.
  • Previous experience utilizing Service Desk ticketing systems.
  • Experience resolving multiple tier issues – trouble tickets related to technical difficulties with hardware, software, desktops, laptops, portable devices and minor networking issues.
  • Proficient with Microsoft Windows operating systems and Office suites. Experience with OSX and Mac hardware.
  • Capable of connecting printers, scanners, and copiers.
  • Strong written and verbal communication skills – able to relay technical ideas to business or non-technical audience.
  • Ability to maintain composure, tact and effectiveness under stressful conditions. Especially when working with Senior Leadership.

Education/Certification

  • High School Diploma or equivalent certification.
  • Bachelor’s degree not required but preferred.
  • Microsoft and/or CompTIA certifications a plus.

 


Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

  1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
  2. The employee frequently lifts and/or moves up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

 

 

City: Orange

State: California

Location City: Orange

Location State: California

Community / Marketing Title: DTS Service Desk Level 1

Company Profile:

By leveraging our world-class technology platform, innovative care delivery models, deep physician partnerships and our serving heart culture, Alignment Health is revolutionizing health care for seniors! From member experience professionals and clinicians, to data scientists and operations leaders, we have built a talented and passionate team that is deeply committed to our mission of transforming health care for the seniors we serve. Ready to join us?

At Alignment, delivering exceptional care to seniors starts with ensuring an exceptional experience for our over 1,300 employees. At the center of our employee experience is a culture where employees at all levels and across all teams are encouraged to share their unique ideas and perspectives. After all, when you can bring your authentic self to work, whether that’s in a clinical setting, our corporate office or a home office, creativity and innovation flourish! Another important part of the Alignment culture is a belief in continuous learning and growth. As a result, in this fast-growing company, you will find ample support to grow your skills and your career – with us.

EEO Employer Verbiage:

 

Please note: All clinical positions are contingent upon successful engagement with Alignment Health’s COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email [email protected].