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Job Location: Remote
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
- 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
Cognosante will not provide sponsorship for employment-based immigration benefits for this position.
Cognosante requires all employees regardless of position, work location or telework status to be fully vaccinated against COVID-19 unless prohibited by federal, state, or local laws. Cognosante will consider requests for reasonable accommodations due to disability or a sincerely held religious belief or otherwise in accordance with any federal, state, or local laws.
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.
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