Your Future Evolves Here
Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Our pursuit of this mission is the driving force that brings us to work each day. We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins. We have fun while working hard and Evolenteers often make a difference
working in everything from scrubs to jeans.
Are we growing Absolutely and Globally. In 2021 we grew our teams by almost 50% and continue to grow even more in 2022. Are we recognized as a company you are supported by for your career and growth, and a great place to work Definitely. Evolent Health International (Pune, India) has been certified as Great Places to Work in 2021. In 2020 and 2021 Evolent in the U.S. was both named Best Company for Women to Advance list by Parity.org and earned a perfect score on the Human Rights Campaign (HRC) Foundation's Corporate Equality Index (CEI). This index is the nation's foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ+ workplace equality.
We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day. If you're looking for a place where your work can be personally and professionally rewarding, don't just join a company with a mission. Join a mission with a company behind it.
What You'll Be Doing:
Sr Specialist, IT End User Solutions
As a member of the IT End User Services team, you will be part of a team responsible for pioneering new processes/solutions while remediating vulnerabilities and reducing risk exposure for IT endpoints. In addition, you will get engaged with IT End User support and implementations as needed.
It's important to know
We are transforming the way we operate and your role as Sr Specialist, IT End User Solutions is instrumental in improving how we deliver support services to our colleagues. This role is for you If you are interested in partnering with some of the best talent in the industry as we evolve ourselves into next level of operational maturity.
What You'll Be Doing
- Manage/ resolve End User Solutions related tickets in Jira.
- Provide support for multiple enterprise applications including but not limited to Office365, Intune, Active Directory, Entra, virtual environments, Cloud PCs, and department-specific applications.
- Provide technical assistance, including problem replication, triage, and resolution of issues.
- Responsible for cross-training team members to ensure knowledge transfer and skill development across the team. This may include conducting training sessions or one-on-one mentoring.
- Partner with InfoSec to remediate endpoint vulnerabilities and continuously reduce risk exposure.
- Work directly with other teams to resolve security incidents.
- Ensure required patching and vulnerability remediation is addressed quickly and completely.
- Create, test, and implement software solutions such as building tasks in Intune.
- Create comprehensive and clear documentation for processes, procedures, and best practices. This documentation will be used as a reference for current and future team members to ensure consistency and efficiency.
- Identify gaps, develop ideas, and create/implement software solutions. Track/report results.
- Ensure continuing operational quality by documenting fixes and enhancements.
- Other duties as assigned.
- Flexibility to work any shift.
You will need this to be successful
- A passion for providing excellent customer service
- 5+ years of experience with Microsoft Windows
- Should have expert-level knowledge and provide support on end-user devices.
- Expertise in Windows 10/11, Active Directory (AD), DNS, and basic networking concepts.
- Experience supporting an M365 environment.
- Experience supporting virtual environments and/or Cloud PCs
- Experience working with Microsoft Intune
- Experience implementing complete endpoint management procedures.
- Extremely good at communication and very effective at using all channels: Email, MS Teams, Video Calls.
- Experience working with geographically disperse teams.
- Good working knowledge of PowerShell scripting and command prompt.
- Experience and good knowledge of end-user support, incident/problem management, remote support, and onboarding processes.
- Ability to promptly resolve complex (L2/L3) issues.
- Experience with JIRA, Ivanti, ServiceNow, or equivalent incident management system experience.
- Ability to work under pressure and with minimal supervision.
- Capable of creating knowledge base (KB) articles and technical documents.
- Decent knowledge of healthcare industry.
- Prior experience in a customer-interfacing role.
- Ability to think critically and solve complex issues.
- Ability to communicate and work with technical and non-technical audiences, including the ability to modify communication style to match the appropriate level of the audience targeted, with strong understanding of the impact of a message on the organization or customer.
- Well-developed organizational skills and the ability to handle multiple duties and priorities simultaneously in a fast-paced environment.
- Flexibility to work any shift.
You will need this to be successful
- Associate degree in computer science, IT security, or equivalent experience
Mandatory Requirements:
We require that all employees have the following technical capability at their home: High speed internet over 10 Mbps, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.
Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.
