Job Listing:

IT Help Desk Support Analyst II

Signature Performance

Signature Performance

Health Care

Job title:
IT Help Desk Support Analyst II

Job level:

Job description:
This is an exciting time for Signature Performance, as we continue to aim to be the foremost healthcare administrative services company in the industry. This growth includes expanding upon a robust technology platform and automated processes while attracting the industry's best technical talent. We desire to inspire possibilities in healthcare administration, and potential in our talented staff while embodying our Core Values of Passion, Integrity, Courage and Respect every day.

If you are interested in joining a growing technology team, focused on Healthcare administrative processes, at a company committed to delivering the highest performance to our clients, partners, allies, and colleagues, learn more about us:

Position Purpose:

The Helpdesk Support Analyst II will be responsible for providing advanced technical product support to end users. These technical problems may be escalated from Tier 1 individuals, or from our executive leadership staff. The Helpdesk Support Analyst II position is responsible for quickly troubleshooting complex software/hardware issues, accurately documenting issues, resolutions, and collaborating with other technical groups to solve complex business problems. The Helpdesk Support analyst II should be able to handle a technical project from start to finish with assistance from the Technical Support Manager. Such troubleshooting may include complex software application and hardware issues quickly and effectively, primarily via phone, email, remote access, and in person. Duties involve responding to end users promptly and professionally, accurately documenting issues and resolutions, and collaborating with other technical groups to solve complex technical problems.


This position reports to the IT Customer Service Manager

Essential Job Functions include the following.

Be able to supply technical solutions to business problems.
Excellent customer support to all users within the organization.
Provide basic and advanced hardware and software support to business users both locally and remote via phone, email, chat, and remote tools.
End user administration
Installation and configuration of workstations and printers
Moderate to Advanced Support of Office 365 product suite, Adobe Applications, Remote Citrix and SCCM environment
Work closely with Team Leader(s) and or Support Manager to ensure issue tracking and proper assignment of tasks is being completed daily.
Provide Escalated Tier II support to associates and clients
Provide On-Call support as necessary
All other duties as assigned

Knowledge & Experience:

3-5-year work experience in providing outstanding customer service through technical support of both software and hardware in a professional office environment.
High Knowledge and proficiency of Windows 7/10, Office 365, Symantec, Adobe and other SAAS applications
Moderate Knowledge and proficiency of SCCM or Microsoft Intune
Advanced hardware and software troubleshooting skills
Advanced Active Directory experience. At least 3 years of regular use of AD Users and Groups in providing normal AD administration.
Experience in working with Group Policy
Experience with Manage Engine products a plus.
Remote Support Tools, Trouble ticketing systems
Advanced hardware and software troubleshooting skills
Networking background to include normal troubleshooting abilities and understanding of how Ethernet networks function.
Attention to detail
High sense of urgency
Advanced Problem-solving abilities.
Excellent researching abilities.
Associates degree in Information Technology related field is preferred or equivalent years of experience.
A+ Hardware and Software or Network + certifications are preferred. Any additional technical certifications are a plus (MCP, MTA, MCSA, MOS)
General Areas of Accountability:

Must conduct business and personal affairs in a manner that is always a credit to the company. Must maintain a good credit rating while employed with the company.

Machines and Equipment:

The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copier and fax machines.

Physical Activity:

The incumbent must be able to finger, grasp, feel, see, sit, hear, and speak. The incumbent for this position must also be able to lift, bend, spend time underneath a desk as part of moving and setting up desk top computers with weights up to an including 50 lbs.


The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required.

Remote Eligibility: This position is Ad Hoc remote eligible. Eligibility is determined by Management or Human Resources.

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

Positions available:

Posted on:
September 17, 2021