Sr. Associate, IT Support Services

Position Summary:

The SeniorAssociate, Information Technology Support Services is responsible for providing advanced support to users of the CAQH back-office (non-client-facing) technology infrastructure, primarily in the form of desktop support to remote employees and hardware provisioning and replacement. The SeniorAssociate, Information Technology Support Services reports to the Senior Manager, Information Technology Support Services; the position is full time, exempt remote.

Specific Responsibilities:

• Assist with implementation and support of technology infrastructure, tools and processes covering the entire CAQH non-client-facing technology portfolio. This portfolio includes desktop computers (primarily Windows with some Mac), VoIP phone system, copiers, printers, Office 365 environment, network administration, collaboration tools (Exchange, Teams, GoTo, etc.) and audio-visual equipment.
• Liaise and collaborate with CAQH external technology and helpdesk vendors. Services include help desk support, hosting services, Office 365 administration, network administration, telephony/VoIP and special projects.
• Assist with responding to internal customer feedback to continuously improve processes and support, maintaining a high user satisfaction level.
• Participate in technology aspects of CAQH facilities expansion projects (cabling, LAN room configurations, equipment selection, installation, testing and vendor management).
• Oversee maintenance of CAQH audio-visual conference room equipment for optimal performance, including oversight of external vendor support.
• Process technology requests for new hires, separations, and changes to systems access.
• Assist with providing IT onboarding and training for new hires.
• In concert with Information Security Department - assist with compliance with CAQH best practices security standards for internal office technology.
• Assist with preventive maintenance programs and replacements for all office hardware (LAN room HVAC, switches, printers, scanners, PCs, conference room A/V, etc.).
• Serve as short-term backup for the Senior Manager, Information Technology Support Services in case of absence.

Supervisory Responsibility:

None.

Skills:

• Ability to work independently and manage multiple task assignments.
• Intermediate/Advanced knowledge of administration and troubleshooting of Windows 10, Active Directory, Office 365/Azure AD, and basic networking.
• Working knowledge of configuration and maintenance of Windows Server in Hyper-V and/or Microsoft Azure.
• Working knowledge of common network, desktop and security software applications.
• Strong communication and excellent interpersonal skills including patience, a customer-friendly attitude, and the ability to work in a team environment and across departments.
• Strong organizational skills, with an eye for detail, and able to put ideas into a tangible form.

Experience:

• Minimum three years IT desktop customer support desk experience.
• Experience providing fully remote support to users working in home office environments would be an advantage.

Education:

• Bachelor's degree preferred (Computer Science, Information Systems or related field).

WHO WE ARE

Named one of the "Best Places to Work" by Modern Healthcare for five consecutive years, CAQH has helped nearly 1,000 health plans, 1.6 million providers, government entities and vendors connect, exchange information, and operate more efficiently. CAQH technology-enabled solutions and its Committee on Operating Rules for Information Exchange (CORE) bring the healthcare industry together to make sharing business information more automated, predictable, and consistent. CAQH Explorations researches opportunities to reduce the burden of manual processes in healthcare administration.

WHAT YOU GET

CAQH recognizes that its most important asset is its growing team of smart, creative, collaborative, forward-thinking and passionate professionals - and that a comprehensive employee benefits package is an important factor for them in choosing where to work. CAQH offers competitive compensation along with an extensive benefits package for all full-time employees, including medical, dental and vision coverage, tuition assistance and a 401k. We offer full-time remote work to all staff from any location and maintain a physical office (with many amenities) in downtown Washington, DC.

CAQH is an equal opportunity employer. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all personnel actions, without regard to race, color, religion, sex, national origin or ancestry, age, marital status, disability, protected veteran status, personal appearance, sexual orientation, gender identity or expression, familial status, family responsibilities, matriculation, political affiliation, genetic information, source of income, place of residence, or any other characteristic protected by law. CAQH will not tolerate any unlawful discrimination and any such conduct is strictly prohibited.

Applicants have rights under the Family Medical Leave Act (FMLA), Equal Employment Opportunity (EEO), and the Employee Polygraph Protection Act (EPPA). If you are interested in applying for employment with CAQH and need an accommodation to apply for a posted position, contact CAQH Human Resources at 202-517-0436.

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