IT Services Support Specialist

COMPANY OVERVIEW 

Does the idea of applying your talents at a company that assists people in understanding how to obtain additional health care benefits and compensates well for doing so, inspire you? We call it “Doing good while doing well” and invite you to apply to join us and begin moving forward along a beneficial career path – one built on providing solutions by helping others navigate through the complex world of health care benefits.

Here at BeneLynk, our mission is to improve lives and positively impact social determinants of health barriers by providing our healthcare partners with the information they need, and people with the advocacy they deserve. We are laser-focused on our longstanding area of expertise in the healthcare world. We fully understand barriers and surface solutions, then provide the advocacy that changes lives and improves outcomes. Everything we do, from the systems we build, to our government relations, to our outreach operations, is in service of this one central vision. 

WHO WE ARE

We are big-hearted people, passionate about serving our health plan clients, their members, and each other. We are a team in every sense of the word, striving toward a common mission – that is the goal of everyone at BeneLynk. Every day, we are relentless in helping people who need essential resources to make their lives easier and healthier. The members we serve call us "miracles," "kind," "professional," "human," and "compassionate," and all with "service that gets the job done." We pride ourselves on creating a healthy environment for our employees to thrive in their ability to assist others.

IT SERVICES SUPPORT SPECIALIST

POSITION SUMMARY

We are excited to present you with an opportunity to join a growing team as an IT Services Support Specialist working remotely (from Home) out of Puerto Rico.   

The IT Services Support Specialist is responsible for providing technical assistance in answering questions and resolving computer hardware/software problems in person, via telephone, or utilizing a remote support tool. This includes receiving, prioritizing, documenting, and actively resolving end user requests. The IT Support team is responsible for creating, tracking, and closing trouble tickets using the service desk ticketing system as well as troubleshooting desktop PC's, laptops, scanners, printers, and a variety of commercial and proprietary software in a primarily Windows environment. This position will also require inventory management, and potentially the delivery of computer equipment throughout the island.  The selected candidate must ensure that all support calls, helpdesk tickets, and related procedures adhere to organizational values and guidelines.  

PRIMARY JOB DUTIES

• Respond to service requests, incidents and reported issues within the set SLA’s. 
• Quickly and accurately, determine event scope and impact upon notice.  
• Field incoming requests made to the service desk via phone queue, e-mail, and ticketing system to ensure courteous, timely, and efficient resolution for the customer.  
• Maintain ownership of service tickets throughout the lifespan of the support request.  
• Collaborate with team members to resolve issues where appropriate and contribute to a friendly, helpful environment.  
• Manage and deploy company workstations/laptops and necessary applications (antivirus, disk encryption, OS setup, image, MDM).  
• Responsible for maintaining inventory and transporting to and from warehouse as needed.
• Also may be responsible for delivering computer equipment as needed throughout the island. 
• Troubleshoot issues Windows workstations/laptops, and peripherals.  
• Develop and maintain knowledge base documentation.  
• Perform password resets on applicable systems. 
• SaaS Application Support. 
• Maintain and track assets (physical hardware and software).  
• Be the face of our service desk, providing white glove support to our team.  
• Maintain customer satisfaction in every step of the service delivery. 
• Monitor and respond quickly and effectively to requests received through the phone, e-mail or ticketing system.  
• Provide updates, status, and completion information to management. 
• Monitoring of network services and resources.  
• Employee on boarding/off boarding.  
• Create, change, and delete user accounts per request.  
• Provide weekend and after-hours technical support on a rotational basis. 
• Dedicate time to project work and improvement initiatives as allotted.  
• Performs other related duties not mentioned as assigned by management.  

REQUIRED SKILLS, QUALIFICATIONS, AND EDUCATION

• Bachelor's Degree (BA) from four-year College or university in computer sciences, MIS, or other related field; or one to two years of related experience and/or training; or equivalent combination of education and experience.  
• Computer skills required: Configure and deployment of Information Technology resources. Includes, but is not limited to desktops, laptops, printers, mobile devices, etc.
• Understanding of Windows operating systems
• Office 365 and Skype for business administration.
• VOIP, Setup and troubleshooting.
• Understanding of Azure Infrastructure Services (Azure Active Directory, Intune, Autopilot). 
• Knowledge of MS Office Suite and/or software applications related to job functions. 
• Dell Workstations. 
• Superior organizational, analytical, and problem-solving skills required.
• Ability to work well both independently and with others.
• Strong interpersonal skills.
• Excellent written and oral communication.
• Ability to manage multiple projects and tasks.
• Strong critical thinking skills.
• Willingness to learn new technologies.
• Ambitious individual with a desire to grow in the industry.  

EMPLOYEE BENEFITS

We offer competitive salaries and benefits here at BeneLynk, as we truly value our employees and the amazing work that they do each day. Please see below for a list of some of our awesome employee benefits:

• Medical, Dental, Vision and Employee Assistant Program Benefits 
• Will accrue (4) hours of sick time per pay period which is equivalent to (8) hours of sick time per month
• Will accrue (2) hours of vacation time per pay period which is equivalent to (4) hours of vacation time per pay period.
• Excellent Growth & Advancement Opportunities

EMPLOYEE PERKS

Work hard, play hard! Having an engaged workforce and positive work environment is one of our top priorities here at BeneLynk. We do so through numerous initiatives that can be found below. We like to call our virtual work community, “The Bene-Verse”. We also have an internal Culture Ambassador committee dedicated to ensuring all employees have pleasant and exciting work experience. 

Monthly Company Town Hall Events:

Monthly Internal Mental Health Newsletters:

Monthly Streaming Services Perk:

Tickets at Work Perk:

Monthly Lunch & Learn Events:

Monthly Bene-Verse Events:

EEO STATEMENT

At BeneLynk, we don’t just accept differences; we celebrate, support, and thrive on them for the benefit of our employees, our products, and the communities that we serve. All employees share in the responsibility for fulfilling this company’s unwavering commitment to equal employment opportunity. BeneLynk is an equal opportunity employer, and as such, employment here is solely based on a person's merit and qualifications directly related to their professional expertise. BeneLynk does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, military status, marital/familial status, pregnancy, or related condition, including breastfeeding, or any other classes protected by law.

It is BeneLynk’s policy to comply with all applicable federal, state, and local laws pertaining to nondiscrimination and equal opportunity. The company's EEO policy, as well as its affirmative action obligations, includes the full support of the company, including its Chief Executive Officer because it's just the right thing to do and we hope that you think so too.

If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR team. 

E-VERIFY

BeneLynk participates in E-Verify. We will provide the U.S. Social Security Administration (SSA) and, if necessary, the U.S. Department of Homeland Security (DHS) with information from each new employer’s Form I-9 to confirm work authorization. 

***Offer of employment is contingent upon the results of a required background and drug screening.***