Help Desk Analyst With Health Care Exp - 100% Remote

Position: Service Desk/Help Desk with Healthcare Exp
Duration: 12+ Months Contract
Location: 100% Remote
Qualifications
3+ years of experience in a technical operations/information technology setting, ideally in the health insurance field or similar regulated industry

• HIPAA regulated experience

Software as a service technology implementation and support,ideally including
Jumpcloud I Duo Security I Box I 0365 I Slack I Atlassian Jira I AWS
Traditional help desk ticket work
System access management tasks
Laptop ordering, provisioning, onboarding/departure management
User onboarding and departure support
Monitoring productivity tool and access management systems for issues and communications regarding such systems to Surest
Technology Support Core Tasks
Respond to and resolve reported computer software,hardware, operating system & telephony issues
Manage access control and ensure proper approvals are obtained/provided prior to access grants
Fulfill service requests
Monitor office and Saas systems
Monitor & protect office facilities
Security Governance, Risk & Compliance Core Tasks as assigned by the Surest security officer
Ensure compliance with data and security policies
Contribute to Surest security capabilities via awareness and oversight
Preferred Qualifications And Competencies
Successfully completes most tasks in this competency. Usually performs the competency independently, although help from an expert may be required from time to time:
Focus is on applying and enhancing knowledge or skill

• Understands and can discuss the application and implications of changes to processes, policies, and procedures in this area
• Has often applied this competency to new situations, needing minimal guidance to perform successfully in most cases

Has responsibility and capability to work multiplatform
Works independently
Interprets policies and applies experience
Applies knowledge of technology to troubleshoot issues, identify and resolve security or monitor performance
Demonstrates a mindset of career-long continuous learning, improvement and growth
Seeks to understand how customers are interacting with technology and pro-actively recommends opportunities to improve support
Positions self to take the lead on initiatives
Understands how to navigate tools and processes
Partners with technical teams in order to resolve issues within defined Service Level Agreement
Escalate Incidents at risk of breaching Service Level Agreement, per escalation matrix
Facilitates resolution process
Views issue from perspective of customer
Assesses what activities require direct connection with customer and what can be done off-line to maximize time for customer
Anticipates customer needs based on requests and pro-actively suggests next steps
Clearly communicates security standards to others in an organized way
Identifies applicable security/data standards when reviewing requirements and recommends controls to ensure compliance
Understands security risks & implications when implementing solutions