IT Support Technician

The IT Support Technician provides onsite and remote technical support to Avalere Health employees, focusing on managing technical issues, hardware, and software support, and contributing to IT system improvements.

Location: Washington D.C. and surrounding suburbs

Salary: $55,000 - $63,000 a year

Responsibilities

• Daily monitoring of assigned tickets and the incident management ticket queue
• Ownership of assigned tickets during the incident life cycle providing timely and informed responses to ticket creators
• Accurate recording of applied time against tickets
• Procurement, provisioning, and support of IT hardware including laptops, printers, and mobile devices
• Procurement, provisioning, and support of IT software and services
• Implement file and/or folder permissions changes
• End-User web filtering and email security support
• Engage and coordinate with hardware and software vendors to repair/support technology components in a timely manner
• Update and improve knowledgebase documentation as appropriate
• Adhere to asset management processes to ensure accurate recording of company resources from receipt to disposal
• Escalation of major incidents and problems to the escalation team
• Support business acquisitions and systems integrations from an IT perspective
• IT configuration and implementation project support
• Proactively suggest and deliver process improvements and fixes
• Document processes and maintain system’s administration and end-user guides
• IT security and policy governance in line with ISO-27001 adherence
• Assist in other areas of the IT department as and when required

Requirements

• Associates degree or equivalent industry certifications required
• 2 years of technical support experience
• Knowledge of core IT systems, including Windows OS, OSX, iOS, Active Directory, Azure AD and Endpoint, Exchange, Office 365, and Microsoft Defender
• Strong multi-tasking and problem-solving skills, strong writing skills
• The ability to clearly explain technical processes
• Knowledge of ITIL defined vocabulary

Benefits

• $55,000 - $63,000 a year