Technical Support Senior Analyst - HIH – Evernorth

Position Overview

Job Title

HIH Technical Support Senior Analyst 
The mission of Global Desktop Support (GDS) organization is to provide desktop support to our colleagues at HIH both physical offices and a remote workforce while delivering the best possible experience to our colleagues. We are looking to a Technical Support Senior Analyst to join the Deskside Support Services (DSS) team. The Technical Support Senior analyst is a Senior individual contributor within the L2 Technical Support function, responsible for resolving complex technical issues, acting as an escalation point from L1/L2 support, and driving service quality through technical expertise and process improvement. This role requires deep technical knowledge, strong analytical skills, and the ability to collaborate effectively across teams to ensure timely issue resolution and high customer satisfaction. This role will participate in Technology projects across the organization and be at the forefront of new technologies coming into our organization.

Responsibilities:

Technical Assistance & Innovation  

Provide colleague technical support including but not limited to:  

·       Computer hardware diagnostic, troubleshooting, configuration, and refresh. 

·       Software installation and troubleshooting. 

·       Voice and video network diagnostic and repair. 

·       Mobile device configuration, training, and diagnosis. 

·       Recovery testing to confirm availability of systems where outages have occurred. 

Manage basic ticket workflows including but not limited to:  

·       Escalating unresolved issues in a timely manner.  

·       Maintaining and tracking inventory of hardware in the appropriate systems.  

·       Proactively setting expectations with colleagues.  

·       Following up to ensure colleague satisfaction.  

Provide proactive support, maintenance, and innovation including but not limited to:  

·       Interacting with other support groups to restore service and /or identify and correct colleague computing problems.  

·       Analyzing and identifying trends in issue reporting and develop preventative solutions. 

·       Leading process improvement efforts and proactively updating documentation. 

·       Serving as Subject Matter Expert (SME) across the organization. 

·       Perform other duties and responsibilities, as assigned. 

Customer service & leadership  

·       Deliver exceptional customer service.  

·       Provide training of technology policy and procedure.  

·       Ensure team provides timely and courteous customer service to colleagues.  

·       Serve as escalation point within the team to resolve more complex problems. 

·       Lead Desktop Support Services (DSS) in engaging in more proactive planning.  

·       Organize and Support DSS to be flexible and adaptable in meeting the changing needs of the organization. 

Qualifications:

·       Strong knowledge of the following is preferred.  

o   Microsoft operating systems and Microsoft Office. 

o   Apple hardware and operating systems. 

o   Networking switches and data networks. 

o   IP telecommunications systems. 

o   Audio Visual Systems. 

·       Capability to analyze problems and use sound judgement for determining solutions. 

·       Ability to clearly communicate with colleagues and other Technology staff. 

·       At least 4 Years PC/LAN technical or equivalent experience preferred. 

·       Aptitude for providing strong customer service through interactions and communications, verbally and written. 

·       Willingness to complete technical documentation. 

·       A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.  

·       Willingness for continuing enhancement of technical skills through education/seminars and interaction with other Technology disciplines. 

·       Bachelor's degree and/or equivalent work experience in the technology, hospitality, retail or customer focused field highly regarded. 

·       A+ certification or equivalent combination of education, training, and experience. 

About Evernorth Health Services