IT Service Desk Technician

Overview:
**Now is the time to join us**

We’re Personify Health. We’re the first and only personalized health platform company to bring health, wellbeing, and navigation solutions together. Helping businesses optimize investments in their members while empowering people to meaningfully engage with their health. At Personify Health, we believe in offering total rewards, flexible opportunities, and a diverse inclusive community, where every voice matters. Together, we’re shaping a healthier, more engaged future.

**Responsibilities**:
**Who are you?**

Reporting to the Manager, Service Desk, the Systems Analysis will work with the global Service Desk team, supporting 2000 users across 12 countries, and ensuring users are receiving appropriate assistance and service.

This is a hands-on role involving servicing tickets while ensuring high levels of customer service quality and availability.

**In this role you will wear many hats, but your knowledge will be essential in the following**:

- Reports directly to the Manager, Service Desk
- Respond promptly to support requests and maintain the 4-hour response and 24-hour fix / escalation SLA.
- Responsible for office deployments and the maintenance of technologies in that region.
- Assist in resolving hardware problems, system upgrades, networking setup and diagnosis, software problems, backup issues and file recovery.
- Assist in management of file transfer platform, creating and testing new connections, perform updates and changes to existing connections, review automation rules and workflows to aid in issue resolution.
- Triaging tickets effectively
- Assisting with SOC/ HITRUST evidence and audit requirements
- Ensure tickets are closed with correct resolution to avoid tickets being reopened.
- Manage end-user expectations and following up on end-user feedback.
- Create and maintain a functioning Service Catalog within the ticketing system.
- Ensure secure configuration of all user machines and systems to make sure OS and Anti-Virus patching is up to date.
- Assist in maintenance of Active Directory and related accounts and services, including mail and file services through standard tools to ensure settings and accounts created / removed in a timely fashion.
- Create process and user documentation relating to laptop / PC setup and review configurations before delivery to user, ensuring issues are fed back and corrected before deployment.
- Assist in the procurement of hardware and software and manage configuration and deployment throughout the organization.
- Track licensing statistics and manage IT asset list, ensuring all records are kept up to date. Help to maintain software licensing requirements.
- Delivery of assigned projects within a timely manner.
- Assist with special projects as requested.
- Perform other duties as assigned.
- You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in._

Qualifications:
**What you bring to the Personify Health Team**:
**Education and Experience**
- Associates degree, or equivalent, in computer science or related discipline.
- Solid understanding of Windows and Mac client operating systems.

**Required Knowledge, Skills, and Abilities**
- Experience with Office 365 administration.
- Understanding of Microsoft Active Directory/Azure Active Directory.
- LAN/WAN/WLAN networking expertise.
- Understanding of Microsoft Active Directory services and Azure AD services
- Experience with modern device management (MDM for laptops and mobile devices).

**Work Environment**
- General office environment in which work is usually performed in a sitting position and may require stooping, kneeling, reaching, lifting, and carrying during the work shift. Maybe required to lift up to 50 lbs. during the work shift.
- On-call availability for any critical or severe outages relating to corporate services.
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

**Disclaimer**Personify Health is an equal opportunity organization and is committed to diversity, inclusion, equity, and social justice.

We strive to cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive. Personify Health is committed to driving Diversity, Equity, Inclusion and Belonging (DEIB) for all stakeholders: employees (at each organization level), members, clients and the communities in which we operate. Diversity is core to who we are and critical to our work in health and wellbeing.