Technical Support Analyst II

Exemption Status:United States of America (Non-Exempt)

$58,947 - $78,827 - $98,728

“Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors.  A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.”

This position is not eligible for Sponsorship.

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!

Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.

At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

Job Description

The Technical Support Analyst II is responsible for basic to complex configuration and upgrades of software, hardware, as well as network connectivity for internal desktop systems, laptops, printers and smartphones. Under close to general supervision, identifies and resolves a wide range of basic to complex tasks and enterprise deadline driven projects. Handles hardware/software for local and remote connectivity related issues including upgrades and implementations while working within the requirements of a metrics driven Service Level Agreement.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Diagnoses, identifies, isolates, and resolves Level 1-2 and some Level 3 issues utilizing historical database records and technical expertise. Follows through to resolution assigned cases that range from simple to complex utilizing a variety of tools and intra-company resources. Documents troubleshooting efforts and resolutions into company Help Desk ticketing application.

• Supports a user community of all levels of employees with desktop applications, hardware components, network connectivity, smartphone and proprietary software. Assists remote users with wired and wireless connectivity, RSA tokens, permissions and account requests. Ensures company established

service level agreements (SLAs) regarding responses and resolutions. Maintains active directory users, groups and computers.

• Configures, installs, moves, upgrades, tracks, tests and repairs hardware, software as well as peripheral components. Maintains department images using imaging software, including testing, custom configuration and deployment.

• Under close to general supervision, assists with technical projects from concept through resolution. Collaborates with senior technical staff for resolution of complex problems.

• Alerts management to outages, priority issues, recurring problems and patterns.

• Provides after-hours on-call support per established rotation schedule. Follows the departments’ standard processes for escalation and notification procedures.

• Adheres to the IT Department and the Company’s policies, procedures and established best practices.

• Creates and/or revises existing technical documentation and procedures as needed.

• Collaborates cross-functionally with other departments within IT to work through technical issues.

• Coordinates vendor site visits for repairs of printers, Audio Visual (A/V) equipment as well as conference room equipment.

• Manages the account lifecycle for internal and external clients.

• Prepares scheduled/unscheduled maintenance notification messages for distribution and maintains templates.

• Alerts management to outages, priority issues, reoccurring problems and patterns with internal and external clients.

• Under close to general supervision, works on projects as well as resolves complex problems to resolution by utilizing a variety of tools and intra-company resources.

Supervisory Responsibilities

No supervisory responsibilities.

Client Responsibilities

This is an internal client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to

requests for service and assistance from clients; Meet commitments to clients.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Associates degree or equivalent combination of education and experience required. BA/BS degree preferred. At least 2+ years’ related experience with increasing responsibility in a technical role for a midsize or larger organization (500+ user environment). Must have hands on experience with desktop support, application, and network connectivity.

Computer Skills

Solid working knowledge and in-depth understanding of Microsoft Windows 7/10, Exchange 2010, Active Directory, and Microsoft Office 2010 – 2016 as well as imaging and enterprise deployment software.

Certificates, Licenses, Registrations

• CompTIA A+ and Security + certification, not required, but strongly preferred.

• CompTIA Network+ or Windows 7/10, not required, but preferred.

Other Skills and Abilities

• Proven ability to work independently and tenaciously pursue complex problems / projects to resolution

• Demonstrated ability to create and maintain stable system configurations, including testing and implementation within an enterprise environment.

• Must possess excellent customer service, communication skills and time management skills.

• Organized and deadline driven with the ability to track multiple tasks simultaneously. Able to effectively set priorities and work well under deadlines with a strong attention to detail.

• Adapts well in a team oriented, professional, fast-paced, dynamic environment.

• Handle confidential and sensitive matters with tact and diplomacy.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.

Work Location

This position must work on-site at the San Diego Headquarters for purposes of providing adequate support to internal clients; being available for face-to-face interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as for facilitation of quick and effective decisions through collaboration with stakeholders. Remote work is not an option for these purposes.

Working Hours

This is a non-exempt position requiring one to be able to work overtime from time to time in order to get the job done. Therefore one must have the ability to work nights, weekends or on holidays as required. This may be changed at any time to meet the needs of the business. The typical working hours for this position are Monday through Friday from 8:00am to 5:00pm.

Travel
This position requires occasional domestic travel as well as attendance at various local conferences and meetings

The Perks:

• Medical / Dental / Vision / Wellness Programs
• Paid Time Off / Company Paid Holidays
• Incentive Compensation
• 401K with Company match
• Life and Disability Insurance
• Tuition Reimbursement
• Employee Referral Bonus

To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to www.medimpact.com/careers

MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego,
California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.

Equal Opportunity Employer, Male/Female/Disabilities/VeteransOSHA/ADA:

To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer:

The above
statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.