Technical Support Associate - Service Desk

Service Desk Associate

About Us 

Zelis is modernizing the healthcare financial experience in the United States (U.S.) 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.

Why We Do What We Do 

In the U.S., consumers, payers, and providers face significant challenges throughout the healthcare financial journey. Zelis helps streamline the process by offering solutions that improve transparency, efficiency, and communication among all parties involved. By addressing the obstacles that patients face in accessing care, navigating the intricacies of insurance claims, and the logistical challenges healthcare providers encounter with processing payments, Zelis aims to create a more seamless and effective healthcare financial system.

Zelis India plays a crucial role in this mission by supporting various initiatives that enhance the healthcare financial experience. The local team contributes to the development and implementation of innovative solutions, ensuring that technology and processes are optimized for efficiency and effectiveness. Beyond operational expertise, Zelis India cultivates a collaborative work culture, leadership development, and global exposure, creating a dynamic environment for professional growth. With hybrid work flexibility, comprehensive healthcare benefits, financial wellness programs, and cultural celebrations, we foster a holistic workplace experience. Additionally, the team plays a vital role in maintaining high standards of service delivery and contributes to Zelis’ award-winning culture. 

Position Overview

Associate is responsible for providing technical support and assistance to end users within an organization. The role involves troubleshooting and resolving hardware, software,
and network issues, maintaining system performance, and ensuring that IT service requests and
incidents are resolved in a timely manner. The ideal candidate will possess strong technical skills,
excellent customer service abilities, and the capacity to handle multiple tasks efficiently

Key Responsibilities
1. Technical Support:

• Provide first and second-line support for hardware, software, and network issues.

• Diagnose and resolve technical issues related to desktops, laptops, printers, and other peripherals.

• Assist users with software installations, upgrades, and troubleshooting.

2. Incident Management:

• Log, track, and manage incidents and service requests using the IT Service Management (ITSM) tool. Prioritize and escalate incidents as needed to ensure timely resolution.

• Document all troubleshooting steps and solutions in the ITSM tool.

3. Customer Service:

• Respond to user inquiries and issues in a courteous and professional manner.

• Provide clear and concise communication with end-users to understand their technical issues.

• Ensure high levels of customer satisfaction by providing timely and effective solutions.

4. System Maintenance:

• Perform routine maintenance and updates on IT systems and equipment.

• Monitor system performance and security, addressing any vulnerabilities or issues.

• Assist with backups, disaster recovery planning, and data restoration efforts.

5. Knowledge Management:

• Create and maintain technical documentation, including user guides and FAQs.

• Contribute to the knowledge base by documenting new issues and solutions.

• Share technical knowledge and best practices with team members.

6. Continuous Improvement:

• Identify and suggest improvements to IT processes and workflows.

• Stay up-to-date with the latest technology trends and advancements.

• Participate in training and development opportunities to enhance technical skills.

Qualifications:

Education:

• Bachelor’s degree in information technology, Computer Science, or a related field preferred.

• Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified: Modern Desktop Administrator) are advantageous.

Experience:

• 1-3 years of experience in a technical support or service desk role.

• Proven experience troubleshooting hardware, software, and network issues.

Skills:

• Strong knowledge of Windows and Mac operating systems.

• Familiarity with network technologies (e.g., TCP/IP, DNS, DHCP, AD).

• Proficiency in using ITSM tools and remote support software.

• Excellent problem-solving and analytical skills.

• Strong verbal and written communication skills.

• Ability to work independently and as part of a team

Commitment to Diversity, Equity, Inclusion, and Belonging

At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

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.

Accessibility Support

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

Experience Level

Mid Level