Provide first‑line technical support for employees across the organization. Troubleshoot, resolve, and document incidents and service requests for endpoints, identity and access, collaboration tools, and key business applications. Partner with Systems Administration and Security to drive reliable, secure operations and an excellent employee experience.
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Service & Ticket Management- Monitor and triage requests via phone, email, and the Jira Service Management (JSM) portal; meet defined SLAs (first response, updates, and resolution).
- Use clear customer‑facing and internal notes; document steps taken, root cause (when known), and resolution.
- Escalate unresolved or high‑impact issues to the appropriate resolver group with complete context.
Endpoint Support- Support Windows 10/11 devices, peripherals, and printers; perform break/fix, driver updates, and peripheral setup.
- Provision and re‑provision devices; assist with imaging/enrollment and data backup/restore as needed.
- Use Microsoft Intune for device enrollment, compliance checks, and remote actions (e.g., sync, wipe, reboot, remote assistance).
- Troubleshoot network connectivity (LAN/Wi‑Fi), VPN clients (e.g., AWS VPN), and basic firewall/ACL symptoms before escalation.
Identity & Access Lifecycle- Execute employee onboarding and offboarding: enable/disable Entra ID and Microsoft 365 accounts and provision/deprovision access across Five9, Verint, EpicRide, Jira, and related systems.
- Manage distribution groups, the company directory, and OrgChart membership; enforce MFA; and configure mailbox delegation on separation.
- Validate telework readiness (secure-browser/SURF setup and acceptable-use acknowledgment) before granting access.
- Process all access changes through the JSM access-request workflow with required manager approval, following least-privilege and HiTrust access-control practices.
Microsoft 365 & Collaboration- Support Outlook/Exchange Online (mail flow basics, shared mailboxes, delegate access), Teams (calling and meetings), and SharePoint/OneDrive (permissions and sync troubleshooting).
- Assist with mailbox storage/archiving basics and user education on collaboration best practices.
Business Applications (User Support)- Provide end‑user support for standard applications (browsers, PDF tools) and selected line‑of‑business apps (e.g., Five9 softphone/agent desktop, user access basics, secure browser environments).
- Collect logs and screenshots; perform initial triage and escalate to app owners when appropriate.
Knowledge, Operations & Security Hygiene- Create and maintain knowledge base articles, how‑to guides, and FAQs to reduce repeat incidents.
- Contribute to asset inventory and lifecycle activities (assignments, returns, replacements); keep records accurate and current.
- Support security initiatives (patching follow‑up, ASR policy exception intake, phishing triage and user education) in partnership with Security.
- Handle all member and employee data in accordance with HIPAA and Alivi's HiTrust-aligned policies; follow least-privilege access procedures and the JSM access-request/manager-approval workflow when granting or changing access.
- Participate in on‑call rotations or planned maintenance windows as needed.
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Education & Experience- High school diploma; Associate degree a plus or equivalent practical experience.
- 6 months to 1 year of IT support or prior customer service/help desk experience highly preferred.
- Healthcare experience is strongly preferred.
Technical Skills- Windows 10/11 administration and troubleshooting; basic macOS familiarity a plus.
- Microsoft 365 administration basics (Exchange Online, Teams, SharePoint/OneDrive).
- Entra ID/Azure AD user and group administration; AD fundamentals.
- Microsoft Intune (preferred): device enrollment, compliance, and remote actions.
- Microsoft Defender for Endpoint familiarity (basic alert triage) a plus.
- Networking fundamentals: TCP/IP, DNS/DHCP, VPN clients; ability to capture basic diagnostics.
- Ticketing systems experience; Jira Service Management preferred.
Customer & Communication Skills- Excellent customer service; able to de‑escalate and communicate clearly with non‑technical users.
- Excellent verbal and written communication skills in English and Spanish. (Spanish Preferred)
- Strong organizational skills; able to manage priorities and follow through to completion.
Preferred Qualifications- Experience with contact‑center tools (e.g., Five9) and headsets/softphones.
- Experience with SSO concepts and permission basics.
- Demonstrated ability to handle PHI/sensitive data responsibly; familiarity with HIPAA or HiTrust (or a comparable healthcare compliance framework) preferred.
- SharePoint permissions and Power Automate familiarity for light workflow tasks.
- ITIL Foundation or equivalent service management familiarity.
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