IIT Jobs Database - Desktop Support: Call Center Duties, Enforcing Security Policy/Procedures, Troubleshooting (2pos) Job Opening in Albany NY

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ID	Location	Skills	$$	Job Type	Status
10163	Albany, NY 12204	Desktop Support: Call Center Duties, Enforcing Security Policy/Procedures, Troubleshooting (2pos)	DOE	Contract	OPEN
If you are unable to click on links above to submit resume, you may email your resume to *jobs@iit-inc.com* *Subject=*IIT Career Site/Resume for JobID=10163 (Desktop Support: Call Center Duties, Enforcing Security Policy/Procedures, Troubleshooting (2pos)) in Albany NY 12204 (NON)
Estimated Length: 2 months Full-Time 8:00 – 4:30 (negotiable) Off hours and weekend support required. Schedules will be adjusted as not to go over 40 hours per week. Mandatory Requirements Junior: 12-36 Months Experience Desired Requirements 12 Months experience on call center duties, taking calls and dealing with customers and taking Level 2 application support related issues. 12 Months experience upholding and enforcing Security policy and procedures. 12 months experience documenting issues and the resolutions. 12 Months experience with troubleshooting supported web browser versions, applications and issues. 12 Months developing training materials and guides. 12 Months experience troubleshooting access permissions and individual account processing. 12 Months in a staff support role. 12 Months experience using ITSM ticketing system or equivalent. 12 Months experience lifting up to 50 lbs. of equipment and boxes of paper. 12 Months of working in a team environment. Responsibilities To professionally and courteously respond to Level 2 HCS requests through the use of calls, e-mail messages, ticket updates for the medical and provider community including physicians, surgeons, Administrators, etc. Support HCS users with access to the Medicaid Analytics Performance Portal (MAPP) application Handle one on one resolution to application complications like Multi Factor Authentication (MFA). Investigate fraud or violation of Health Commerce security issues. Uphold Security compliance policy and procedures. Monitoring of ITSM queues. Accurately document the steps performed when troubleshooting the issue and assist the user with resolution using existing procedures and documentation. Use multiple tools for account validation, access permissions, and file promotions. Develop or update training materials and guides for users. Off hours MAPP support for specific days/weekends per month

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