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DATE ADDED: Sun 08/12/2019

Information Technology Support Engineer

Waltham, MA, US


JOB TYPE: Permanent, FullTime

SUMMARY: If you are interested in disrupting the healthcare market, and have the passion and competence to do so, this is your organization. We encourage you to lean in and read on. Alegeus is the market leader in consumer directed healthcare solutions, offering the industry’s most comprehensive platform for the administration of healthcare benefit accounts, the industry’s most widely-used benefit debit card, and powerful engagement solutions to help consumers maximize savings and optimize spending for their healthcare. Over 300 clients – including health insurance plans, third party administrators and financial institutions – leverage Alegeus’ deep expertise and proven technology to administer benefit accounts for more than 29 million members and process more than $8.9 billion in consumer healthcare payments annually. As the healthcare and benefit markets continue to evolve, Alegeus delivers solutions that enable clients to advance their service offerings, operate their businesses more efficiently, and focus on their customers. Alegeus is part of the Vista Equity Partners portfolio of companies, working in partnership with the market-leading technology investment firm to reinvent the consumer directed healthcare marketplace. Our talented associates benefit from this partnership through increased capital for strategic investments, access to exceptional toolkits, best practices and resources for success, and strong cultural and value alignment focused on talent development and growth. Alegeus seeks an IT Support Engineer to join our dedicated, passionate team of professionals. The IT Support Engineer will report to the Senior Manager, IT Operations and be responsible for helping our company succeed by ensuring infrastructure stability and scalability across the corporation, production and call center areas. MISSION: Provide technical operation to the IT areas encompassed by Corporate Help Desk, Telecommunications including a distributed call center. Ensure Help Desk meets service level agreements and/or objectives each month. OUTCOMES: Optimize helpdesk functions to ensure turnaround times and user satisfaction meets target levels. Maintain proper system configurations and repairs. Ensure incoming request are addressed in a timely manner. ROLE-BASED COMPETENCIES: The desired candidate must have the following competencies: Ability to produce significant output with minimal wasted effort. Can evaluate competing priorities, select intelligently and plan appropriately. Action oriented. A strong bias toward action and persistence to see things through to completion. Able to structure and process data and draw conclusions. Able to take action based upon data/fact. Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including e-mail. Acts without being told what to do. Brings new ideas to the company. Reaches out to peers and cooperates with leaders to establish an overall collaborative working relationship. A team player at heart with strong, informed decisions and a willingness to engage in respectful, creative debate. CULTURE-BASED COMPETENCIES: At Alegeus, equally important to the “What” (the individual performance goals that each employee commits to in support of the company’s overall success) is the “How” (the framework of principles that guide how we work together to drive our business forward). Overall performance success will also take into account individual delivery on our corporate values: Accountability Empowerment Protect the Family Challenging Fun & Passionate Results Over Activity Collaborative Innovation Value One Another Customer Focused Integrity RESPONSIBILITIES: All responsibilities for this role will be in service of the Outcomes listed above Triage incoming requests to the team and with direction from management, assign tasks and track request prioritization. Create, document and adopt methods to help drive improvement and efficiency in all Help Desk related functions. Manage with HR & Senior Manager, IT Operations, new staff configuration including workstations, telephony, and all technical requirements. Manage systems that are internal client facing, including Active Directory, Office, SharePoint, and Phone System. Work with vendors on laptop/desktop configuration for all internal clients including images and software application updates. EDUCATION/EXPERIENCE: 2-5 years Help Desk experience Ability to use remote tools to support users High proficiency with Microsoft Office suite. Ability to work flex shift hours