Exemption Status:

United States of America (Non-Exempt)

$58,947 - $78,827 - $98,728

“Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors.  A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.”

This position is not eligible for Sponsorship.

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!

Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.

At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

Job Description

The Technical Support Analyst II is responsible for basic to complex configuration and upgrades of software, hardware, as well as network connectivity for internal desktop systems, laptops, printers and smartphones. Under close to general supervision, identifies and resolves a wide range of basic to complex tasks and enterprise deadline driven projects. Handles hardware/software for local and remote connectivity related issues including upgrades and implementations while working within the requirements of a metrics driven Service Level Agreement.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Diagnoses, identifies, isolates, and resolves Level 1-2 and some Level 3 issues utilizing historical database records and technical expertise. Follows through to resolution assigned cases that range from simple to complex utilizing a variety of tools and intra-company resources. Documents troubleshooting efforts and resolutions into company Help Desk ticketing application.

• Supports a user community of all levels of employees with desktop applications, hardware components, network connectivity, smartphone and proprietary software. Assists remote users with wired and wireless connectivity, RSA tokens, permissions and account requests. Ensures company established

service level agreements (SLAs) regarding responses and resolutions. Maintains active directory users, groups and computers.

• Configures, installs, moves, upgrades, tracks, tests and repairs hardware, software as well as peripheral components. Maintains department images using imaging software, including testing, custom configuration and deployment.

• Under close to general supervision, assists with technical projects from concept through resolution. Collaborates with senior technical staff for resolution of complex problems.

• Alerts management to outages, priority issues, recurring problems and patterns.

• Provides after-hours on-call support per established rotation schedule. Follows the departments’ standard processes for escalation and notification procedures.

• Adheres to the IT Department and the Company’s policies, procedures and established best practices.

• Creates and/or revises existing technical documentation and procedures as needed.

• Collaborates cross-functionally with other departments within IT to work through technical issues.

• Coordinates vendor site visits for repairs of printers, Audio Visual (A/V) equipment as well as conference room equipment.

• Manages the account lifecycle for internal and external clients.

• Prepares scheduled/unscheduled maintenance notification messages for distribution and maintains templates.

• Alerts management to outages, priority issues, reoccurring problems and patterns with internal and external clients.

• Under close to general supervision, works on projects as well as resolves complex problems to resolution by utilizing a variety of tools and intra-company resources.

Supervisory Responsibilities

No supervisory responsibilities.

Client Responsibilities

This is an internal client facing position that requires excellent customer service skills and interpersonal communication sk