Company:
InnovAge
Location: Denver
Closing Date: 18/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Responsibilities:
The IT Service Desk Analyst II plays a critical role in providing advanced technical support and guidance to users, helping resolve complex issues while ensuring a positive user experience through effective customer service. This position involves working closely with internal teams, vendors, and contractors to implement solutions, adhering to Change Advisory Board (CAB) processes, and recommending process improvements. The Analyst is expected to demonstrate a proactive approach to issue resolution and contribute to the continuous improvement of the service desk operations.
Essential Functions and Work Responsibilities
Provide advanced technical support to users, troubleshooting and resolving complex issues efficiently.
Collaborate with vendors and contractors to resolve technical problems and ensure seamless service delivery.
Follow Change Advisory Board (CAB) processes to implement changes in a controlled and secure manner.
Recommend process improvements based on workflow observations and user feedback.
Communicate technical concepts clearly and effectively to non-technical users, ensuring user satisfaction.
Escalate system-wide or critical issues to appropriate teams for timely resolution.
Take ownership of tasks, follow through on issues to ensure timely and complete resolution.
Utilize knowledge base resources to assist with problem resolution and contribute to updating knowledge articles.
Demonstrate proficiency in relevant tools, software, and systems required for service desk activities.
Apply best-in-class customer service techniques to provide an exceptional user experience.
Maintain professionalism in all interactions and adhere to security and confidentiality standards.
Participate in team meetings to provide insights and input on improving support processes and procedures.
Mentor colleagues and share knowledge to foster collaboration and skill development within the team.
Write and update Knowledge Base (KB) articles to ensure accurate documentation and effective user support.
Stay current with industry trends and best practices in technical support, continuously improving personal knowledge and skills.
Proactively identify and communicate gaps in support resources and knowledge base articles.
Travel Requirements - minimum of 10%
This is a hybrid position. 3-4 days per week onsite in Corporate Headquarters/facility with 1 remote day.
Travel between local InnovAge worksites
Overnight travel out of state
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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
REQUIRED
Education
Bachelor’s degree in computer science or other related field or a combination of education and experience.
Work Experience and Qualifications
Minimum of 2 years of experience in IT with increasing responsibilities and technical knowledge.
Hands-on experience with Ticketing platform.
Understanding of ITIL principles.
Experience in incident, problem, change, and service request management.
Experience in providing end-user support and resolving IT related issues.
Experience with Intune platform.
Familiarity with compliance and security standards related to IT systems.
Experience with scripting and automation (e.g., JavaScript, PowerShell) is highly desirable.
Experience working with vendors and external partners to resolve issues.
Licensure, Certification, Registration or Designation
ITIL v4 foundations certification - Preferred
Microsoft Azure and Microsoft 365 Fundamentals - Preferred
Microsoft Associate Level Certification - Preferred
Relevant certifications in scripting and automation technologies (e.g., JavaScript, PowerShell) – Preferred
Other Knowledge Skills and Abilities Required
Strong troubleshooting and problem-solving skills with the ability to resolve complex technical issues.
Excellent customer service skills, including the ability to explain technical concepts to non-technical users in a clear, understandable manner.
Familiarity with the Change Advisory Board (CAB) process and best practices in change management.
Experience working with vendors and contractors to resolve technical problems and implement solutions.
Proficiency in using technical tools, software, and systems required for advanced troubleshooting.
Ability to recommend and implement process improvements to enhance service desk operations.
InnovAge Service Standards Requirements
Safety
Safety- Maintains a safe work place. Reports all unsafe work conditions to supervisor and/or Safety & Loss Control Manager and works in conjunction with supervisor, Safety & Loss Control Manager, and staff to correct unsafe work conditions. Follows and enforces all safety policies.
Accountability
Commitment – Commits to his/her job and to the success of the company. Continuously puts forth the effort to achieve goals and continuous quality improvement. Degree to which employee goes the extra step to ensure job/task completion. Takes initiative to offer ideas to improve processes or results.
Cooperativeness – Consistently supports management decisions as demonstrated by his/her actions. Demonstrates a “can do” attitude by responding positively to instructions. Follows instructions and works harmoniously with others to complete the job or task.
Attendance – Meets or exceeds punctuality and attendance expectations/requirements. Faithfully reports to work and conforms to scheduled work hours. When necessitated, follows call-in procedures and informs others of absences.
Caring
Customer Service - Embraces the organization's commitment to internal and external customer service and demonstrates a customer-centric approach when interacting with co-workers, participants, clients, and all other business contacts.
Confidentiality – Maintains confidentiality of employee, participant, and client data/information, and any other sensitive organization information as appropriate.
Integrity
Adherence to Company Policy – Follows and enforces guidelines as established by policies. Conforms to company and job standards and requirements. Shows respect for others. Acts in the best interests of the company at all times. Serves as an example for others. Conducts business in an ethical fashion.
Reliability – Completes responsibilities with minimal direct supervision. Follows through with assigned jobs and tasks all the way through completion. Puts forth the effort to achieve goals and objectives under varying circumstances.
Alignment with Company Goals & Objectives – Supports the organization’s mission, vision, and values and holding self-accountable for applying these principles daily and personally living them when working with co-workers, participants, clients, and all other business contacts.
Quality
Quantity of Work / Productivity – Produces at a high volume. Always puts forth the effort to maximize productivity. Meets or exceeds established work deadlines. Engages in a productive work effort whenever possible. Meets goals and objectives.
Quality of Work – Produces work that is accurate and reliable. Accomplishes work quickly and efficiently. Works in a thorough and organized manner while minimizing down time. Results are consistently within acceptable quality standards.
Job Knowledge – Demonstrates a thorough understanding of his/her job processes and procedures. Integrates knowledge to efficiently accomplish job requirements. Efficiently uses resources (including staff and management) to obtain additional knowledge.
Communication – Exhibits good interpersonal skills. Develops and fosters professional relationships with co-workers, participants, clients, and vendors. Keeps others informed as directed by operational demands and need-to-know. Keeps self informed of announcement made via established company venues
Enter physical requirements/Work Environment based on location of position
Benefits:
InnovAge is dedicated to empowering seniors to live independently, allowing them to age in their own homes and communities safely. InnovAge offers an alternative to nursing homes through its Program of All-inclusive Care for the Elderly (PACE), which provides enrolled seniors with customized healthcare and social support at PACE Adult Day Health Centers. These centers are staffed by medical professionals who are committed to creating personalized care plans for each participant. At InnovAge, our team members are our greatest asset and have a significant impact on the lives of our participants every day. When you join InnovAge, you'll work alongside talented, respectful, and passionate colleagues within a patient-centered care model.
InnovAge is committed to equal opportunity and affirmative action, and we strive to create a diverse and inclusive workplace. We consider all qualified candidates for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity/expression, national origin, disability, protected veteran status, pregnancy, or any other protected status. Salaries are determined by various factors such as qualifications, experience, and location, and do not include potential bonuses or benefits. Our extensive benefits package includes medical/dental/vision insurance, short and long-term disability, life insurance and AD&D, supplemental life insurance, flexible spending accounts, 401(k) savings, paid time off, and company-paid holidays.
Applicants are considered until the position is filled.
Posted Salary Range:
USD $33.20 - USD $33.20 /Hr.
The IT Service Desk Analyst II plays a critical role in providing advanced technical support and guidance to users, helping resolve complex issues while ensuring a positive user experience through effective customer service. This position involves working closely with internal teams, vendors, and contractors to implement solutions, adhering to Change Advisory Board (CAB) processes, and recommending process improvements. The Analyst is expected to demonstrate a proactive approach to issue resolution and contribute to the continuous improvement of the service desk operations.
Essential Functions and Work Responsibilities
Provide advanced technical support to users, troubleshooting and resolving complex issues efficiently.
Collaborate with vendors and contractors to resolve technical problems and ensure seamless service delivery.
Follow Change Advisory Board (CAB) processes to implement changes in a controlled and secure manner.
Recommend process improvements based on workflow observations and user feedback.
Communicate technical concepts clearly and effectively to non-technical users, ensuring user satisfaction.
Escalate system-wide or critical issues to appropriate teams for timely resolution.
Take ownership of tasks, follow through on issues to ensure timely and complete resolution.
Utilize knowledge base resources to assist with problem resolution and contribute to updating knowledge articles.
Demonstrate proficiency in relevant tools, software, and systems required for service desk activities.
Apply best-in-class customer service techniques to provide an exceptional user experience.
Maintain professionalism in all interactions and adhere to security and confidentiality standards.
Participate in team meetings to provide insights and input on improving support processes and procedures.
Mentor colleagues and share knowledge to foster collaboration and skill development within the team.
Write and update Knowledge Base (KB) articles to ensure accurate documentation and effective user support.
Stay current with industry trends and best practices in technical support, continuously improving personal knowledge and skills.
Proactively identify and communicate gaps in support resources and knowledge base articles.
Travel Requirements - minimum of 10%
This is a hybrid position. 3-4 days per week onsite in Corporate Headquarters/facility with 1 remote day.
Travel between local InnovAge worksites
Overnight travel out of state
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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
REQUIRED
Education
Bachelor’s degree in computer science or other related field or a combination of education and experience.
Work Experience and Qualifications
Minimum of 2 years of experience in IT with increasing responsibilities and technical knowledge.
Hands-on experience with Ticketing platform.
Understanding of ITIL principles.
Experience in incident, problem, change, and service request management.
Experience in providing end-user support and resolving IT related issues.
Experience with Intune platform.
Familiarity with compliance and security standards related to IT systems.
Experience with scripting and automation (e.g., JavaScript, PowerShell) is highly desirable.
Experience working with vendors and external partners to resolve issues.
Licensure, Certification, Registration or Designation
ITIL v4 foundations certification - Preferred
Microsoft Azure and Microsoft 365 Fundamentals - Preferred
Microsoft Associate Level Certification - Preferred
Relevant certifications in scripting and automation technologies (e.g., JavaScript, PowerShell) – Preferred
Other Knowledge Skills and Abilities Required
Strong troubleshooting and problem-solving skills with the ability to resolve complex technical issues.
Excellent customer service skills, including the ability to explain technical concepts to non-technical users in a clear, understandable manner.
Familiarity with the Change Advisory Board (CAB) process and best practices in change management.
Experience working with vendors and contractors to resolve technical problems and implement solutions.
Proficiency in using technical tools, software, and systems required for advanced troubleshooting.
Ability to recommend and implement process improvements to enhance service desk operations.
InnovAge Service Standards Requirements
Safety
Safety- Maintains a safe work place. Reports all unsafe work conditions to supervisor and/or Safety & Loss Control Manager and works in conjunction with supervisor, Safety & Loss Control Manager, and staff to correct unsafe work conditions. Follows and enforces all safety policies.
Accountability
Commitment – Commits to his/her job and to the success of the company. Continuously puts forth the effort to achieve goals and continuous quality improvement. Degree to which employee goes the extra step to ensure job/task completion. Takes initiative to offer ideas to improve processes or results.
Cooperativeness – Consistently supports management decisions as demonstrated by his/her actions. Demonstrates a “can do” attitude by responding positively to instructions. Follows instructions and works harmoniously with others to complete the job or task.
Attendance – Meets or exceeds punctuality and attendance expectations/requirements. Faithfully reports to work and conforms to scheduled work hours. When necessitated, follows call-in procedures and informs others of absences.
Caring
Customer Service - Embraces the organization's commitment to internal and external customer service and demonstrates a customer-centric approach when interacting with co-workers, participants, clients, and all other business contacts.
Confidentiality – Maintains confidentiality of employee, participant, and client data/information, and any other sensitive organization information as appropriate.
Integrity
Adherence to Company Policy – Follows and enforces guidelines as established by policies. Conforms to company and job standards and requirements. Shows respect for others. Acts in the best interests of the company at all times. Serves as an example for others. Conducts business in an ethical fashion.
Reliability – Completes responsibilities with minimal direct supervision. Follows through with assigned jobs and tasks all the way through completion. Puts forth the effort to achieve goals and objectives under varying circumstances.
Alignment with Company Goals & Objectives – Supports the organization’s mission, vision, and values and holding self-accountable for applying these principles daily and personally living them when working with co-workers, participants, clients, and all other business contacts.
Quality
Quantity of Work / Productivity – Produces at a high volume. Always puts forth the effort to maximize productivity. Meets or exceeds established work deadlines. Engages in a productive work effort whenever possible. Meets goals and objectives.
Quality of Work – Produces work that is accurate and reliable. Accomplishes work quickly and efficiently. Works in a thorough and organized manner while minimizing down time. Results are consistently within acceptable quality standards.
Job Knowledge – Demonstrates a thorough understanding of his/her job processes and procedures. Integrates knowledge to efficiently accomplish job requirements. Efficiently uses resources (including staff and management) to obtain additional knowledge.
Communication – Exhibits good interpersonal skills. Develops and fosters professional relationships with co-workers, participants, clients, and vendors. Keeps others informed as directed by operational demands and need-to-know. Keeps self informed of announcement made via established company venues
Enter physical requirements/Work Environment based on location of position
Benefits:
InnovAge is dedicated to empowering seniors to live independently, allowing them to age in their own homes and communities safely. InnovAge offers an alternative to nursing homes through its Program of All-inclusive Care for the Elderly (PACE), which provides enrolled seniors with customized healthcare and social support at PACE Adult Day Health Centers. These centers are staffed by medical professionals who are committed to creating personalized care plans for each participant. At InnovAge, our team members are our greatest asset and have a significant impact on the lives of our participants every day. When you join InnovAge, you'll work alongside talented, respectful, and passionate colleagues within a patient-centered care model.
InnovAge is committed to equal opportunity and affirmative action, and we strive to create a diverse and inclusive workplace. We consider all qualified candidates for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity/expression, national origin, disability, protected veteran status, pregnancy, or any other protected status. Salaries are determined by various factors such as qualifications, experience, and location, and do not include potential bonuses or benefits. Our extensive benefits package includes medical/dental/vision insurance, short and long-term disability, life insurance and AD&D, supplemental life insurance, flexible spending accounts, 401(k) savings, paid time off, and company-paid holidays.
Applicants are considered until the position is filled.
Posted Salary Range:
USD $33.20 - USD $33.20 /Hr.
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