Job Description

Job Summary


The NOC Operator is responsible for resolving Customer Service requests related to both software and hardware issues that are routine to moderate in scope; as well as incoming alerts from the Network Operations Center systems.



Essential Duties and Responsibilities

• Monitor Elevate PFS's environment utilizing SolarWinds monitoring software.
• Investigate, and prioritize incoming phone requests for assistance from end users as well as automated NOC Alerts. First level troubleshooting of hardware, software, networking, and other computer-related technologies and environmental issues.
• Handle problem recognition, research, isolation, resolution, and follow-up for end user issues, escalating more complex issues to a supervisor or on-call technical staff as needed.
• Provide unsurpassed customer service with all IT related issues. Establish strong working relationships with internal and external customers. Ensures customer satisfaction by responding to all help desk requests in a timely and professional manner.
• Log and track calls using problem management database and maintains history records and related problem documentation.
• Install corporate computers, software, and peripheral equipment.
• Track and maintain an accurate listing of computer equipment based on asset tags for accounting and inventory purposes.
• Prepare standard statistical reports, of help desk incidents, and issues.
• Analyze and evaluate incident reports and collaborates with the team to reduce help line incident rate.
• Call vendors, and sites to request service regarding defective products, outages or confirm suspected outages.
• Perform basic Windows Active Directory Administration, basic Exchange Administration, and Windows based server maintenance and troubleshooting.
• Perform basic telephony troubleshooting and setup tasks.
• Own key Elevate PFS processes and work to achieve better efficiencies.
• Ensure work area meets the requirements of Elevate PFS's policies and is consistent with Federal and state patient privacy regulations such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
• Other duties as assigned

Qualifications and Requirements


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities.

• Associate's degree in technology and/or 1 2 years related experience.
• Extensive knowledge of PC hardware and software support required.
• 1+ year overall Windows Workstation operating systems administration experience.
• Good working knowledge of MS Office, Window 10.
• 1+ years of Active Directory experience.
• Experience with Exchange administration.
• Experience with SQL Server administration a plus.
• Help Desk/NOC experience preferred.
• Knowledge of batch files, scheduled tasks, and basic scripting.
• Excellent customer service skills (friendly, courteous, and helpful).
• Ability to effectively communicate both in writing and verbally, and conduct yourself in a professional manner with colleagues, patients, public, and client's staff members.
• Strong analytical and problem-solving skills a must.
• Ability to multi-task; excellent organizational and planning skills required.
• Remote and Hybrid positions require a home internet connection that meets the company's upload and download speed criteria.

Benefits:
ElevatePFS believes in making a positive impact not only within our industry but also with our employees the organization's greatest asset! We take pride in offering comprehensive benefits in a vast array of plans that contribute to the present and future well-being of our employees and their families.

• Medical, Dental & Vision Insurance
• 401K (100% match for the first 3% & 50% match for the next 2%)
• 15 days of PTO
• 7 paid Holidays
• 2 Floating holidays
• 1 Elevate Day (floating holiday)
• Pet Insurance
• Employee referral bonus program
• Teamwork: We believe in teamwork and having fun together
• Career Growth: Gain great experience to promote to higher roles

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