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.

Reporting to the Supervisor, IT support, the tier 1 Desktop Support Specialist responsibilities are to provide white glove end user support and service delivery while assisting in the management of IT provided enterprise systems. Through advanced knowledge of IT services and a drive to solve problems with technology, this individual will make a daily impact on the success of IT and the larger Availity community.

Sponsorship, in any form, is not available for this position. 

Location: Remote US – Local to Jacksonville headquarters highly preferred

Why work on this team:  

• This teams allows you to work directly with stakeholders at various levels within the organization
• This team fosters a growth mindset and offers opportunities for advancement

What you will be doing: 

• Fielding and working tickets that come through ServiceNow, manager assignment and direct phone call or contact avenues
• Responsible for closing an average of 10 tickets per day
• Provide technical support to all staff for computer systems, software, and hardware
• Install, configure, and troubleshoot, Operating Systems (Windows, MacOS), workstation hardware, user applications & software, computer peripherals, connectivity, permissions, and conference room issues
• Ensure that work is carried out within agreed service level agreements (SLA’s) and in accordance with department policies. Communicate technical information to both technical and nontechnical personnel
• May participate in projects relating to any aspect of end user technologies or standards
• Identify potential system & operational improvements and present these to senior technicians and management for consideration and implementation
• Provide feedback on documentation and processes to leadership
• Explain and document all technical issues in assigned tickets
• Participate in daily stand ups and bi-weekly 1on1s

Requirements: 

• 1+ years’ experience in a corporate helpdesk role
• CompTIA A+ certification
• Windows Operating System Fundamentals, or equivalent experience
• MacOS troubleshooting experience
• Android/iOS mobile application management
• Excellent written and verbal communication

• Ability to demonstrate:
  • Level 1 troubleshooting with Windows and Mac operating systems
  • Basic-intermediate Microsoft Desktop OS knowledge and use
  • Basic-intermediate Mac OS knowledge and use
  • Basic-intermediate Android and Apple iOS knowledge and use
  • Knowledge of where System/Application Logs are, and how to view them for troubleshooting
  • Basic troubleshooting skills/problem determination regardless of in-person or remote
  • Understand the difference in each OS of how and when “admin/root” level access is needed vs wanted vs required
  • Basic-intermediate knowledge of Microsoft O365/M365/Azure Cloud (what it is, how it is used) for troubleshooting
  • Dell and Apple Mac hardware knowledge to be able to correctly diagnose hardware issues
  • Basic networking knowledge (Protocols, TCP/IP, Subnets, routing, OSI layer)
• Ability to work from 9am-6pm ET

• ServiceNow experience is a plus
• CompTIA Network+ is a plus
• CompTIA Security+ is a plus
• Microsoft Certified Windows virtual desktop specialty is a plus
• Apple certified JAMF 100 course completion or equivalent experience with macOS, iOS and JAMF Pro is a plus
• Device configuration, app deployment, MDM, and smart groups is a plus
• JAMF Helpdesk1 course completion or equivalent experience is a plus

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 in process: 

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 
• Manager resume review 
• Recorded recruiter video interview 
• Manager/Supervisor video interview
• Panel video interview

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