Provide onsite and remote technical support to Avalere Health employees
Manage employee expectations during diagnosis, troubleshooting, and resolution of their technical issues
Ownership of assigned tickets during the incident life cycle providing timely and informed responses to ticket creators
Procurement, provisioning, and support of IT hardware including laptops, printers, and mobile devices
Engage and coordinate with hardware and software vendors to repair/support technology components
Update and improve knowledgebase documentation as appropriate
Adhere to asset management processes to ensure accurate recording of company resources
Escalation of major incidents and problems to the escalation team
Support business acquisitions and systems integrations from an IT perspective

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

IT Support Technician

Key skills