Sr. Support Analyst Jobs

Company Description
Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

Overview of the Role:
Privia’s Technology Service Operations provides an array of support to our employees and healthcare
providers across the country. Privia’s clinician and office staff call Technology Service Operations support
for hardware and software based on the Privia IT Security Support Model. Corporate employees call us for
assistance with home office hardware and software.
Under minimum supervision, this customer facing position offers a unique opportunity to expand skill
sets and work across a broad range of IT infrastructure responsibilities. This includes hardware, software
and general systems support for end user computers, corporate voice communications and corporate
video conferencing services.The position is a full remote or Corporate office position and is an essential
role within our Technical Services team supporting both Corporate and Care Centers. Unless high volume
cases this position would not be dispatched to Care Center locations.
You will be innovative, energetic, and able to adapt to new processes and procedures quickly while
dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated the
ability to maintain high levels of productivity while maintaining quality support. These technicians
research and resolve the most complex issues that other Support Analyst levels have been unable to fix,
and are project managers for multiple different areas of focus.
Primary Job Duties

• Accountable and responsible for most technical problems while also mentoring junior members

through investigation, resolution, teaching, and documenting.

• Able to estimate work effort, plan, organize time, and foster a collaborative attitude.
• Help develop, implement and maintain policies, procedures and documentation for the Ops Team

to improve first touch resolution along with being a primary point-of-contact on all IT Ops related
incidents or outages.

• Identify and recommend potential best practice standards and procedures to be used across

market enterprises.

• Demonstrate and represent a high bar of service quality across the Ops Team with the

projects/tasks you have been assigned for new Care Center go-lives.

• Tackle cross-team projects including but not limited to performance and scalability
• Advanced Desktop/hardware set-up and troubleshooting.
• Provide project statuses on a regular basis to project manager or coordinator.

improvements, new Care Center implementation, network and security updates and mass product
roll outs.

• Assists in the creation, documentation, and maintenance of hardware and software standards,

including baseline images.

• Participate in ongoing process and documentation refinement in order to maintain operational

effectiveness.
Qualifications

• Strong understanding of Google Apps, ConnectWise and Salesforce
• 5+ years of work-related experience in healthcare preferred
• Experience working in a remote workforce culture is a plus
• Knowledge and experience with core infrastructure such as Active Directory, Group Policy,

Windows, WDS, Hyper-V, DFS).

• Understanding of networking concepts such as DNS, DHCP, SSL, OSI Model, Firewalls, and

TCP/IP.

• Ability to support mobile devices and VPN access and configuration
• Must have a high degree of initiative and sound judgment in relation to complex technical

situations. Displays creative ability in formulating and developing solutions to problems and user
requests.

• Able to lift 50lbs.

Colorado, New York, New Jersey, California and Washington Residents Only: The salary range for this role is $64,400.00- $70,000.00 in base pay and exclusive of any bonuses or benefits. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.
Additional Information
Technical Requirements (for remote workers):
In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.
Technical Requirements (for remote workers only, not applicable for onsite/in office work):
In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.
Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. Privia is a better company when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.