L2 IT Support

Lyric, formerly ClaimsXten, is a leading healthcare technology company, committed to simplifying the business of care. Over 30 years of experience, dedicated teams, and top technology help deliver more than $14 billion of annual savings to our many loyal and valued customers—including 9 of the top 10 payers across the country. Lyric’s solutions leverage the power of machine learning, AI, and predictive analytics to empower health plan payers with pathways to increased accuracy and efficiency, while maximizing value and savings. Lyric’s strong relationships as a trusted ally to customers resulted in recognition from KLAS as “true partner” and “excellent value for investment,” with a top score for overall customer satisfaction and A+ likelihood to recommend in their October 2023 Payment Integrity and Accuracy Report. Discover more at Lyric.ai. 

JOB SUMMARY

The Senior IT Support Analyst role will the responsible for the administration, support and enhancement of the services offered to the Lyric end user community. The role will provide 2nd level support to the team by providing exceptional customer service and

owning tickets and projects through to resolution. The Senior IT Support Analyst will embrace change and strive to enhance technical and procedural policies.

ESSENTIAL JOB RESPONSIBILITIES & KEY PERFORMANCE OUTCOMES

• Provide end user support for M365 and related technologies including Exchange, Teams and security management within the Microsoft 365 ecosystem
• Work collaboratively with other teams to maximize M365 functionality and user experience.
• Participates in compliance and security reviews as necessary including working closely with internal teams to build security
• Perform all aspects of the M365 administration tasks that helps to ensure availability, reliability, and performance
• Manage system patching and upgrades.
• Documents M365 configuration and architecture, update/create Standard Operating Procedures, and brief team members and key users
• Create, review, and monitor reports as well as make appropriate recommendations for optimization and maintaining a stable M365 environment
• Install, configure, and maintain network devices such as routers, switches, and firewalls in remote offices.
• Troubleshoot network problems and outages in remote offices.
• Monitor network performance and identify potential issues in remote offices.
• Work with other IT staff to design and implement new network solutions for remote offices.
• Document network configurations and procedures for remote offices.
• Stay up-to-date on new networking technologies, especially those relevant to remote offices.
• Strong knowledge of networking protocols and technologies, especially those relevant to remote offices.

REQUIRED SKILLS & EXPERIENCE

Required:

• BS IT or equivalent required.
• At least 5 years of related IT Support experience, preferably in M365 and Networking

GENERAL COMPETENCIES

Required:

• Demonstrates business communication skills with strong customer service orientation
• Able to articulate thoughts and maintain positive working relationships via existing communication tools/methods such as email, chat, phone, etc.
• Excellent telephony skills 
• Can multitask and manage multiple assignments, or processes at a time

Lyric is an Equal Opportunity Employer that drives superior business results by understanding and leveraging diversity. We strive to maximize the productivity and performance of our employees by fostering a winning team spirit and high personal accountability. Everyone is encouraged to respond including women, people of color, veterans, people with disabilities, all lifestyles, beliefs and generational diversity.