Company: Medifast
Job description: Description :About The OpportunityAt Medifast, our team members are relentless in our mission of driving Lifelong Transformation, Making a Healthy Lifestyle Second Nature™. When you join Medifast, you become part of a dynamic, fast-growing community of highly motivated, like-hearted people who share a passion for promoting health and wellness. Just as OPTAVIA Coaches inspire Clients to reach their personal wellness goals, at Medifast, we inspire each other to bring our best to work each day to further our shared mission. If you want to build a rewarding career that makes lives better on a daily basis, Medifast may be the perfect place for you.Overview Of PositionTo provide onsite and remote technical support to our headquarters and remote staff for hardware, software, and system needs. Ensure all technical incidents and requests are reported, triaged, resolved and/or escalated when necessary to ensure quick and effective resolution to operational delays.Job Responsibilities * Provide outstanding professional, efficient, and effective technical support to Medifast employees and staff via phone, online, and at the desk for incidents and requests submitted to the IT Service Desk. Ensure all relevant and required customer information is logged & tracked in the incident management platform, and that updates are provided to the end user for any tickets not able to be resolved on first contact.
- Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products. Collaborate with network administrators/infrastructure engineers to ensure efficient operation of the company’s hardware equipment and troubleshoot when necessary.
- Review open incidents and requests daily and ensure timely update and resolution details are provided to the end user; escalate to tier 3 support when SLAs are at risk of failure due to resolution delays.
- Collaborate openly and often with team members, IT colleagues, and all Medifast employees, contractors and vendors to maximize our support capabilities and value to the organization.
- Provide onboarding assistance for all new hires and contractors relevant to their equipment, corporate software & systems, and ensure their first impression of IT is positive. Ensure new staff are aware of proper ticketing processes and how to request support for any future needs.
- Provide rotational on-call support for high-priority and critical incidents after normal business hours to ensure timely response and resolution to incidents impacting our business operations. Ensure proper Major Incident procedures are adhered to as owners of the process.
- Bachelors degree in Computer Science, or similar, or relevant years of work experience in leiue of degree.
- Candidate must have at least 2-4 years prior level 1/2 technical support experience working directly with customers over the phone, virtually, and in person with minimal supervision.
- Must have advanced proficiency and skill supporting Apple and Windows hardware and their operating systems.
- Demonstrated experience supporting SaaS enterprise software including M365, OKTA, Active Directory/Azure, and document management platforms such as Egnyte.
- Experience using Splunk On Call or other monitoring software is highly desired.
- Excellent verbal and written communication skills and advanced proficiency with the English language.
- Ability to multi-task and handle a chaotic or busy environment with calm and a positive demeanor.
- Prior experience working with an incident management ticketing system like ServiceNow or JIRA.
- Excellent follow through and prior experience managing due dates and deadlines.
- Must enjoy working with customers and in a collaborative environment where the business and customer needs are always the priority.
- ITIL certification and/or experience supporting IT Service Management processes and methodologies, including overseeing Major Incident Management for critical system outages.
Expected salary:
Location: Baltimore, MD
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