Job description
Security Clearance required:
Public Trust
Cognosante is on a mission to transform our country’s healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people’s lives today!
Job Description
The job description should outline the knowledge, skill, ability and experience expectations of the individual in this role. This section should also include information about the specific projects that he/she will be primarily responsible for providing deliverables.
Key Responsibilities
Job Description
The job description should outline the knowledge, skill, ability and experience expectations of the individual in this role. This section should also include information about the specific projects that he/she will be primarily responsible for providing deliverables.
Key Responsibilities
- Provide 100% phone and remote technical support, or chat or through the Incident Management System
- Triage and work incoming Service Desk calls, chats, tickets
- Open a Samanage ticket for every call ensuring ownership of customer incidents and requests to resolution and ensure tickets are updated with accurate notes daily
- Support Microsoft, Apple, business and third-party applications
- Participate in on call after-hours and weekend support as needed
- Support WIFI and USB Air Cards
- Support remote printers and scanners
- Support Medical Application Provisioning
- Support client applications, VDI, AWS, Nice In contact, web portals, VPN
- Support Community Care providers and medical participant organizations
- Trouble shoot medical patient records transport errors across the national gateway
- Monitor and Support Alerts
- Support Navigation of financial aid web site
- Ensure tickets are responded to and resolved within Service Level Agreements for each customer
- Support Windows operating systems of various versions including Windows 8 and 10
- Manage and support Office 365
- Create documentation for the Service Desk
Required Qualifications
- Associate degree in Computer Information Systems, Information Technology, related field OR equivalent experience (may substitute 4 years additional service desk or IT experience for degree)
- 2 years Help Desk or IT experience
- Solid technical and troubleshooting skills
- Candidate must have experience in explaining highly technical data and information in simplistic grade school language for end users of complex IT systems and projects.
- Candidate must be able to use a variety of word processing, spreadsheet, graphics and scheduling tools.
- Candidate must have experience in being able to gather and convert data into a written narrative.
Candidates that do not meet the required qualifications will not be considered.
Additional Minimum Qualifications
- Excellent written and communication skills
- Exceptional customer service skills
- Experience creating support documentation
Preferred Qualifications
- HDI or ITIL certification
- Experience with IT Service Management systems like ServiceNow or Samanage
- Experience with Microsoft Dynamics CRM
- 6 months working knowledge of Active Directory
Compensation
$20.56 - $30.85
The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may will be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.
Cognosante will not provide sponsorship for employment-based immigration benefits for this position.
Like many other growing companies, Cognosante has been targeted by scammers attempting to make fraudulent job offers to potential candidates. Communication from Cognosante recruiting will only be sent with an official corporate domain email (e.g., @cognosante.com or @accurate.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at
jobs@cognosante.com
. Thank you.
Cognosante is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
gatheringourvoice.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, gatheringourvoice.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, gatheringourvoice.org is the ideal place to find your next job.