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Company Name : Delta Dental Ins.
Company Location : Mechanicsburg, PA
Job Position : Associate Service Desk Analyst
Job Category : Jobs in Pennsylvania
Job Description :
The Associate Service Desk Analyst is responsible for providing IT first level support, through various contact channels, as part of the Service Center which is the enterprise single point of contact for handling IT incidents and service requests.
Answers incoming telephone, voicemail, e-mail and in?person requests for assistance from users experiencing problems with computer?related technologies such as Windows administration, Citrix, and remote connection support
Recognizes problems, researches, isolates, resolves and follows?up, as well as logs and tracks calls using an incident management tracking tool
Provides remote support and resolutions pertaining to client PC, laptops, virtual desktop, mobile devices, etc. and production business applications
Responsible for after hour, on call support for Enterprise IT escalations
Identifies, troubleshoots, and resolves hardware (non-dispatched) and software failures that prevent a user from employing an existing IT service
Manages their own queue and resolves the issue within the established SLA.
Registers IT issues in an Incident Management tracking tool and assigns either to themselves or escalates to a queue managed by additional support teams
Moves the location of existing IT resources by adding new software, upgrading software, and changing the configuration of user settings in software (non?dispatched)
Sets up new users, modifies access for existing users and installs standard applications in the desktop environment (no Security or permissions access is handled by Analyst)
Documents the processes needed to support any new software that is added to the environment as it relates to the desktop image or associated functions
High School diploma or equivalent required
Experience in level one (helpdesk support) in Windows based environments
Detail oriented and problem-solving capabilities
Thorough knowledge of industry best practice of system/software principles, procedures and methodologies
Ability to coordinate and prioritize multiple tasks in fast paced, high pressure environments
Strong analytical and quantitative skills to resolve difficult problems
Partner with the business to identify, document and prioritize business requirements
Ability to prepare various forms of reports, correspondence and presentations using data visualization techniques
Work within various SDLC methodologies (waterfall, iterative, agile)
Ability to quickly extract and communicate key insights from complex data and details
Advanced skills in Microsoft Excel, PowerPoint, Visio, and Outlook
Rewards to make you smile! We don’t just want to make our customers happy – we want to give our employees a reason to smile, too. Delta Dental’s comprehensive benefits package includes:
Generous paid time off plus 12 holidays and your birthday off!
Low-cost premium medical insurance options
100% paid dental and vision insurance
Generous 401(k) matching and flat contribution
Social responsibility and volunteer opportunities, including 16 paid volunteer hours annually
Employee LiveWell program, focusing on overall employee well-being
Fertility and diabetes benefits
Employee discount program: AT&T/Verizon, entertainment, travel, and more!
Culture of learning: career development and tuition reimbursement
Career growth: we love promoting from within
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
ABOUT THE TEAM
At Delta Dental, our success is only as strong as the people who execute it! We take enormous pride in being the nation’s most recognized and widely-used provider of dental insurance – and we’ve come this far by living our core values of innovation, excellence, service and trust. Our vision is to motivate and empower every employee so that we’re all inspired to take exceptional care of our customers, providers and ourselves. We believe in integrity, accountability, collaboration, and giving every employee equitable opportunity for their voice to be heard and development to be fostered.
If you’re excited about the prospect of transforming the future of health care and growing in your career, join our smile revolution!
To see some of the smiling faces behind Delta Dental and to learn more about what our values and culture look like in action, connect with us on social media: Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram , Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn .
We are part of the Delta Dental Plans Association, a network of companies that provides dental coverage to 74 million people in the U.S. Delta Dental of California, Delta Dental of New York, Inc., Delta Dental of Pennsylvania and Delta Dental Insurance Company, together with our affiliate companies, form one of the nation’s largest dental benefits delivery systems, covering 33 million enrollees. All of our companies are members, or affiliates of members, of the Delta Dental Plans Association, a network of 39 Delta Dental companies throughout the country.
Delta Dental is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status or any other status protected under federal, state, or local law. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico or other US Territories at this time.
Proof of eligibility to work in the United States must be provided if selected for hire.
Delta Dental* has enacted a COVID-19 vaccination policy to protect all employees and the communities we serve due to the ongoing impacts of the COVID-19 pandemic. Accordingly, we require all employees to be fully vaccinated for COVID-19. Are you able to comply with our policy of being fully vaccinated by your start date if an offer is made or have a medical or sincerely held religious exemption for receiving a COVID-19 vaccine? Failure to comply with our policy and submit proof of compliance or receive approval for a valid medical or sincerely held religious belief exemption prior to your start date will nullify any offer of employment extended to you.
- Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York
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