Help Desk IT Support Specialist II (Remote/In-Office - Hybrid)

ABOUT PERFORMANT:

At Performant, we're focused on helping our clients achieve their goals by providing technology-enabled services which identify improper payments and recoup or prevent losses due to errant billing practices. We are the premier independent healthcare payment integrity company in the US and a leader across several markets, including Medicare, Medicaid, and Commercial Healthcare. Through this important work we accomplish our mission: To offer innovative payment accuracy solutions that allow our clients to focus on what matter most - quality of care and healthier lives for all.

If you are seeking an employer who values People, Innovation, Integrity, Fun, and fostering an Ownership Culture - then Performant is the place for you!

ABOUT THE OPPORTUNITY:

Hiring Range: $24- $26/Hour

The Help Desk IT Support Specialist II is responsible for working incoming requests via the Help Desk mail queue, direct support via the phone, and our self-service ticketing system. You will initiate tickets and serve as the first line support to resolve computer issues, system access problems, and application support. Technician will be expected to exhibit strong troubleshooting techniques while striving to maintain a high level of customer satisfaction.

Hybrid: Candidates will work REMOTELY, but will also occasionally work "in-office" (office located in Plantation, FL) on an as-needed basis.

Recruiting Location: Candidates will be recruited primarily from the following Florida Counties: Broward County, Palm Beach, and Miami-Dade counties.

Key Responsibilities

• Responds to incoming phone, email or web reported technical issues from internal and external users related to application, network, infrastructure or hardware.

• Provides support to local and remote employees and external clients for a suite of proprietary and custom software applications.

• Identifies severity and impact and documents details in the Help Desk call tracking system.

• Diagnoses, troubleshoots and attempts to resolve issues within identified service level agreements.

• Performs system monitoring to ensure service level agreements are met and alerts appropriate IT staff and management of any downtime or missed SLAs.

• Works in partnership with all IT teams to find solutions, and/or escalates issues to appropriate IT groups for resolution.

• Communicates status and updates to end users in a timely and consistent manner.

• Proactively identifies and recommends enhancements to the overall IT infrastructure.

• Sets priorities for open issues and escalate issues to the correct department for resolution.

• Follows through with closure of user issues.

• Learns new and existing hardware and software products.

• Recreates problems locally using varying combinations of hardware and software.

• Creates and documents workarounds.

• Performs basic printer support & troubleshooting.

• Performs basic network connectivity troubleshooting.

• Performs software installation processes.

• Escalates non-standard issues to higher level staff or management.

• Provides support for multiple operating systems (Microsoft, MAC, and Unix)

• Assists in User Acceptance Testing on new releases.

• Occasionally assists the onsite desktop support team by providing support including but not limited to physical moves, swapping out faulty equipment/phones and setting up new hires.

• May require limited travel offsite.

• Performs additional support duties as required and assigned.

Knowledge, Skills and Abilities Needed

• Understanding of Database technologies desired.

• Ability to anticipate problems and recommend departmental level changes and/or enhancements.

• Demonstrated excellent verbal and written communication skills.

• Demonstrated strong customer service and analytic skills.

• Demonstrated ability to think through sets of complex problems, create and implement appropriate solutions.

• Proven ability to establish and maintain effective professional working relationships.

• Ability to think and work independently.

• Ability to adapt and learn in a fast paced, changing environment.

Required and Preferred Qualifications

• 2+ years specific experience in applications and computer troubleshooting support and/or 2+ years of customer service experience in a 24/7 technical/production environment.

• Prior experience in using ticket-tracking applications.

• High school diploma or equivalent.

• Two-year degree or an equivalent level of advanced competence obtained through experience, education and/or training, preferred.

WHAT WE OFFER:

Performant offers a wide range of benefits to help support a healthy work/life balance. These benefits include medical, dental, vision, disability coverage options, life insurance coverage, 401(k) savings plans, paid family/parental leave, 11 paid holidays per year, as well as sick time and vacation time off annually. For more information about our benefits package, please refer to our benefits page on our website or ask your Talent Acquisition contact during an interview.

Physical Requirements & Additional Notices:

If working in a hybrid or fully remote setting, access to reliable, secure high-speed Internet at your home office location is required. Proof of such may be required prior to an offer being made. It is the Employee's responsibility to maintain this Internet access at their home office location.

The following is a general summary of the physical demands and requirements of an Office/Clerical/Professional or similar job, whether completed remotely at a home office or in a typical on-site professional office environment. This is not intended to be an exhaustive list of requirements, as physical demands of each individual job may vary.

• Regularly sits at a desk during scheduled shift, uses office phone or headset provided by the Company for phone calls, making outbound calls and answering inbound return calls using an office phone system; views a computer monitor, types on a keyboard and uses a computer mouse.

• Regularly reads and comprehends information in electronic (computer) or paper form (written/printed).

• Regularly sit/stand 8 or more hours per day.

• Occasionally lift/carry/push/pull up to 10lbs.

Performant is a government contractor and subject to compliance with client contractual and regulatory requirements, including but not limited to, Drug Free Workplace, background requirements, and other clearances (as applicable). As such, the following requirements will or may apply to this position:

• Must submit to, and pass, a pre-hire criminal background check and drug test (applies to all positions). Ability to obtain and maintain client required clearances, as well as pass regular company background and/or drug screenings post-hire, may be required for some positions.

• Some positions may require the total absence of felony and/or misdemeanor convictions. Must not appear on any state/federal debarment or exclusion lists.

• Must complete the Performant Teleworker Agreement upon hire and adhere to the Agreement and all related policies and procedures.

• Other requirements may apply.

All employees and contractors for Performant Financial may and/or will have access to Sensitive, Proprietary, Confidential and/or Public data. As such, all employees and contractors will have ownership and responsibility to report any violations to the Confidentiality and Integrity of Sensitive, Proprietary, Confidential and/or Public data at all times. Violations to Performant's policy related to the Confidentiality or Integrity of data may be subject to disciplinary actions up to and including termination.

Performant is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Performant will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if you believe a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact Performant's Human Resources team to discuss further.

Our diversity makes Performant unique and strengthens us as an organization to help us better serve our clients. Performant is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law.

THIRD PARTY RECRUITMENT AGENCY SUBMISSIONS ARE NOT ACCEPTED