Service Desk Analyst I
Company: Inovalon, Inc.
Location: Bowie
Posted on: March 15, 2023
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Job Description:
Inovalon was founded in 1998 on the belief that technology, and
data specifically, would empower the transformation of the entire
healthcare ecosystem for the better, improving both outcomes and
economics. At Inovalon, we believe that when our customers are
successful in their missions, healthcare improves. Therefore, we
focus on empowering them with data-driven solutions. And the
momentum is building.
Together, as ONE Inovalon, we are a united force delivering
solutions that address healthcare's greatest needs. Through our
mission-based culture of inclusion and innovation, our organization
brings value not just to our customers, but to the millions of
patients and members they serve.
Duties and Responsibilities:
Provide assistance to end users via both remotely and in-house with
a professional courteous manner for IT issues including but not
limited to Desktop/Laptop Operating Systems (XP, 7) , Microsoft
Office applications, VPN issues, Internet connectivity, Viruses,
Outlook, Third-Party Applications, Printers, Blackberry BES/BIS,
Active Directory (Add/Modify Users), Backups;
Perform hands-on fixes at the desktop level, including installing
and upgrading software, installing hardware, implementing file
backups, and configuring systems and application, imaging;
Perform preventative maintenance, including checking and cleaning
of workstations, printers, and peripherals;
Document all pertinent end user identification information using
ticketing and inventory systems;
Prioritize and schedule problems;
Record, track, and document the help desk request problem-solving
process, including all successful and unsuccessful decisions made,
and actions taken, through to final resolution;
Perform diagnostic utilities to aid in troubleshooting;
Identify and learn appropriate software and hardware used and
supported by the organization;
Perform post-resolution follow-ups to help requests;
Evaluate documented resolutions and analyze trends for ways to
prevent future problems;
Develop help sheets and frequently asked questions lists for end
users;
Provide helpdesk support for all location and remote field
staff;
Escalate service requests that require engineer level support;
Work on objectives and projects and follow specific help desk
procedures; and
Report to manager on issues and progress of work.
Maintain compliance with Inovalon's policies, procedures and
mission statement;
Adhere to all confidentiality and HIPAA requirements as outlined
within Inovalon's Operating Policies and Procedures in all ways and
at all times with respect to any aspect of the data handled or
services rendered in the undertaking of the position;
Fulfill those responsibilities and/or duties that may be reasonably
provided by Inovalon for the purpose of achieving operational and
financial success of the Company;
Uphold responsibilities relative to the separation of duties for
applicable processes and procedures within your job function;
and
We reserve the right to change this job description from time to
time as business needs dictate and will provide notice of such.
Job Requirements:
Knowledge of basic computer hardware, including (but not limited
to) servers, desktops, laptops, tablets, and printers;
Experience with desktop and server operating systems, including
Windows XP/7 and Windows 2003/2008;
Willingness to work towards understanding of the organization's
goals and objectives and support these through customer
service;
Experience in a Team-Oriented collaborative environment;
2+ years of technical knowledge in networking and systems;
Strong customer service and interpersonal skills;
Ability to communicate professionally and effectively with end
users, teammembers and manager;
Ability to multitask and complete objectives within specified time
frames;
Detail-oriented; and
Preferred industry certifications: CompTIA A+, Net+.
Physical Demands and Work Environment:
Sedentary work (i.e., sitting for long periods of time);
Exerting up to 10 pounds of force occasionally and/or negligible
amount of force;
Frequently or constantly to lift, carry push, pull or otherwise
move objects and repetitive motions;
Subject to inside environmental conditions; and
Travel for this position will include less than 5% locally usually
for training purposes.
By embracing diversity, equity and inclusion we enhance our work
environment and drive business success. Inovalon strives to reflect
the diversity of the communities where we operate and of our
clients and everyone whom we serve. We endeavor to create a culture
of inclusion in which our associates feel empowered to bring their
full, authentic selves to work and pursue their professional goals
in an equitable setting. We understand that by fostering this type
of culture, and welcoming different perspectives, we generate
innovation and growth.
Inovalon is proud to be an equal opportunity workplace and is an
affirmative action employer. We are committed to equal employment
opportunity regardless of race, color, ancestry, religion, sex,
national origin, sexual orientation, age, citizenship, marital
status, disability, gender identity or Veteran status. We also
consider qualified applicants regardless of criminal histories,
consistent with legal requirement.
The Company maintains a drug free work environment for all of its
associates, which includes employees, contractors and vendors. It
is unlawful for associates to manufacture, sell, distribute,
dispense, possess or use any controlled substance or marijuana in
the workplace and doing so will result in disciplinary action, up
to and including termination of employment or the contracted
relationship.
Consistent with our safety protocols, the company will require a
vaccination attestation for fully office-based and hybrid
(office/remote) positions. Positions designated as fully remote are
exempt from the attestation requirement unless and until such time
as an in-office presence is required. These requirements are
subject to change as legal and business needs dictate.
Keywords: Inovalon, Inc., Bowie , Service Desk Analyst I, Professions , Bowie, Maryland
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