Technical Support Engineer

At Zelis, we Get Stuff Done. So, let's get to it!

A Little About Us

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients.

A Little About You

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Position Overview

Provide tier 2 technical support for Zelis associates. Support in office events by coordinating with meeting stakeholders and accommodating their technology needs.

If you have a passion for solving problems with a focus on technology, this role is perfect for you. We seek a motivated and driven candidate to deliver a world-class experience for our associates. In this role, you will act as an advocate for our associates, advising on how to leverage technology to drive business value.

Please Note : This position has been designated as a hybrid-office role. This role is required to be in the office at least 3 days per week.

What you'll do :

Provides exceptional tier 2 deskside and remote support to Zelis users.

Provides installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio / visual, networks, printers, and computer peripherals.

Troubleshoot remote / on-site network connectivity problems e.g., VPN

Perform laptop imaging and configuration utilizing Intune Autopilot

Configure mobile devices for Intune MDM / MAM

Coordinate hardware warranty repair with vendors and external services such as Dell

Collaborate with 3 rd party vendors to resolve technical issue

Creating and updating technical documentation and user facing documentation where applicable

Take ownership of small and large projects, working with various internal / external teams to accomplish goals

Be an advocate for our users, understand their challenges, and look to remove blockers

Make data driven, empathetic decisions, and take a holistic collaborative approach to decision making

Adhere to best practices with ticket management

Strong understanding and skills in SLA, KPI Management

What you'll need :

Bachelor's degree in computer science, systems management, information systems, or 3+ years of experience in a related field, and / or applicable technical certificate

Experience in IT end user support and systems experience.

Self-Motivated, willing to learn and stay up-to-date with technology.

Experience with various Windows OS's, Office 365, and other Microsoft family products.

Experience handling remote VPN access technology, two-factor authentication and troubleshooting

Experience in a related role requiring, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain , and support Windows and / or Mac desktop operating systems and software.

Strong and effective customer relationship management skills and process / practice experience

Ability to distill complex information into easy-to-understand explanations to a variety of personnel, including the creation of "How to" guides and step by step instructions.

Experience with A / V systems and troubleshooting preferred but not required .

Be a self-starter with a passion for technology and a desire to continue to learn

Nice to have :

Knowledge of ITIL methodology is preferred

Prior experience supporting end user support and systems in a large, geographically dispersed enterprise environment.

Enterprise desktop support, Microsoft Active Directory, Entra, Intune

Experience with supporting MacOS in enterprise environment

Experience with MFA (DUO, Okta, MS authenticator)

Experience supporting environments with VPN infrastructure

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.

Base Salary Range

$59,000.00 - $79,000.00

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role.

Zelis' full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees' health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and / or interview process, please email TalentAcquisition@zelis.com .

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.