Sr. Desktop Support Specialist (Remote)

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

At Availity, we're not just another Healthcare Technology company; we're pioneers reshaping the future of healthcare! With our headquarters in vibrant Jacksonville, FL, and an exciting office in Bangalore, India, along with an exceptional remote workforce across the United States, we're a global team united by a powerful mission.

We're on a mission to bring the focus back to what truly matters – patient care. As the leading healthcare engagement platform, we're the heartbeat of an industry that impacts millions. With over 2 million providers connected to health plans, and processing over 13 billion transactions annually, our influence is continually expanding.

Join our energetic, dynamic, and forward-thinking team where your ideas are celebrated, innovation is encouraged, and every contribution counts. We're transforming the healthcare landscape, solving communication challenges, and creating connections that empower the nation's premier healthcare ecosystem.

The Sr. Desktop Support Specialist responsibilities will be a mixture of being the primary escalation point for the Intake technicians seeking assistance, automating manual processes to reduce toil and improve the customer experience, small to medium project ownership, and training to consistently improve their overall technical knowledge. This position will have an opportunity to assist in performing all operational tasks for workstation patching, software packaging and deployment to workstations.

This Sr. role will learn and adopt the Agile framework, while learning and practicing Scrum. This includes work planning, story writing, work estimation, and tracking project status.

Role qualifications:

• Bachelor’s degree or equivalent work experience
• 3+ years’ experience in a corporate helpdesk role
• 2+ years’ experience in a senior helpdesk role
• CompTIA Certifications: A+
• Azure Active Directory experience
• Microsoft 365 Certified: Desktop Administrator Associate
• Experience in Windows PowerShell and Mac OSX Bash/Z Shell scripting
• Apple Certified: JAMF 100 course completion or equivalent experience with macOS, iOS and JAMF Pro. Device configuration, app deployment, MDM, and smart groups.
• Experience in Software licensing/renewals, application packaging, and deployment
• Ability to communicate effectively and follow published process and procedure documentation. Technical writing skills.
• Creation of documentation and reports.
• Windows OS system management and Mac OS systems management.
• Deep dive troubleshooting (crash dumps, log analysis, etc.).
• System/OS patching using automation toolsets.
• Scripting with Windows PowerShell, zshell, and bash.
• Software packaging with Microsoft SCCM/Intune/JAMF.
• Creation of task sequences/automation for self-service of applications by end users.
• Software updates packaging and deployment using automation toolsets.
• Work estimating and planning using Scrum.
• Basic project management (days to a few weeks).
• Microsoft Office Productivity Tools (Intermediate)
• Basic data analysis/reporting using PowerBI/Excel.
• Self-directed learning to improve skills and knowledge

To differentiate yourself:

• CompTIA Certifications: Network+, Security+
• Microsoft 365 Certified: Fundamentals (MS-900)
• Microsoft Certified: Security/Compliance and Identity Fundamentals
• Microsoft Certified: Power Platform Fundamentals
• Microsoft Certified: Azure Virtual Desktop Specialty
• M365 Applications – MS OneDrive for Business, MS SharePoint Online, MS Teams
• Apple Certified Support Professional (ACSP)
• Apple Certified: JAMF 200 certification, JAMF Helpdesk 2 series training, JAMF Pro MacOS
• JAMF scripting series

What you will be doing:

• Provide technical support assistance, root cause and proactive trend analysis to the Intake technicians.
• Reduce toil by identifying trending issues and automating/scripting manual processes.
• Conduct new associate onboardings remotely.
• Facilitate A/V support for Teams and Zoom conference rooms including vendor management.
• White glove support for our executive teams.
• Maintain asset management and stock maintenance through ServiceNow HAM processes.
• Work with System Administrators for maintenance and upkeep of workstations with regular Operating systems patching and updates. This includes but is not limited to identifying needed application updates, package updates, and create requests to deploy to workstations.
• Create, update, and deploy software packaging for approved software.
• Review security/vulnerability reports and resolve them via automation/patching/upgrades to ensure workstations are kept compliant and meet all security and compliance policies.
• Actively engage and work on assigned quarterly projects using Scrum.
• Test, document, and assist with corporate initiatives as assigned by manager.
• Engage in research and in-depth troubleshooting to resolve technical issues.
• Escalate complex and/or high priority problems to the Systems administrator and/or to the Engineering team for resolution when required.

Availity culture and benefits:

• Availity is a certified “Great Place to Work”, a “Best Workplaces for Technology Companies”, a “Best Workplaces for Women” and a “Best Workplaces for Millennials”!
• Culture is important to us and there are many ways for you to make your mark here!
• We have several Diversity & Inclusion teams and various ways to engage with fellow Availity associates. “AvaiLadies”, “Beyond Black”, “HOLA”, “Availity Pride”, “VetAvaility” a Young Professionals Group and “She Can Code IT” a group for women in tech are some of the groups you can get involved in.
• Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too!
• We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits and a 401k match program that you can take advantage of on day one!
• We offer unlimited PTO for salaried associates + 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits.
• Interested in wellness? We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.
• Interested in furthering your education? We offer education reimbursement!
• Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.
• Want to work for an organization that gives back to the community? You’re at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds and morale as our staff members volunteer their time and funds to engage the organizations campaign.

Next steps:

After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process.

Interview process:

• Recruiter resume review
• Recruiter video interview
• Manager resume review
• Manager video interview
• Team video interview

Video Camera Usage:

Availity fosters a collaborative and open culture where communication and engagement are central to our success.  As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.

Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships.  The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.

Disclaimers:

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

 

Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

 

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at http://www.dhs.gov/e-verify.

Click the links below to view Federal Employment Notices.

Family & Medical Leave Act  Equal Employment Law Poster  Pay Transparency  Employee Polygraph Protection Act  IER Right to Work Poster  Important Notice about Employee Rights to Organize and Bargain Collectively with Their Employers