Sr. Desktop Support Specialist (Remote)

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

At Availity, we're not just another Healthcare Technology company; we're pioneers reshaping the future of healthcare! With our headquarters in vibrant Jacksonville, FL, and an exciting office in Bangalore, India, along with an exceptional remote workforce across the United States, we're a global team united by a powerful mission.

We're on a mission to bring the focus back to what truly matters – patient care. As the leading healthcare engagement platform, we're the heartbeat of an industry that impacts millions. With over 2 million providers connected to health plans, and processing over 13 billion transactions annually, our influence is continually expanding.

Join our energetic, dynamic, and forward-thinking team where your ideas are celebrated, innovation is encouraged, and every contribution counts. We're transforming the healthcare landscape, solving communication challenges, and creating connections that empower the nation's premier healthcare ecosystem.

The Sr. Desktop Support Specialist responsibilities will be a mixture of being the primary escalation point for the Intake technicians seeking assistance, automating manual processes to reduce toil and improve the customer experience, small to medium project ownership, and training to consistently improve their overall technical knowledge. This position will have an opportunity to assist in performing all operational tasks for workstation patching, software packaging and deployment to workstations.

This Sr. role will learn and adopt the Agile framework, while learning and practicing Scrum. This includes work planning, story writing, work estimation, and tracking project status.

Role qualifications:

• Bachelor’s degree or equivalent work experience
• 3+ years’ experience in a corporate helpdesk role
• 2+ years’ experience in a senior helpdesk role
• CompTIA Certifications: A+
• Azure Active Directory experience
• Microsoft 365 Certified: Desktop Administrator Associate
• Experience in Windows PowerShell and Mac OSX Bash/Z Shell scripting
• Apple Certified: JAMF 100 course completion or equivalent experience with macOS, iOS and JAMF Pro. Device configuration, app deployment, MDM, and smart groups.
• Experience in Software licensing/renewals, application packaging, and deployment
• Ability to communicate effectively and follow published process and procedure documentation. Technical writing skills.
• Creation of documentation and reports.
• Windows OS system management and Mac OS systems management.
• Deep dive troubleshooting (crash dumps, log analysis, etc.).
• System/OS patching using automation toolsets.
• Scripting with Windows PowerShell, zshell, and bash.
• Software packaging with Microsoft SCCM/Intune/JAMF.
• Creation of task sequences/automation for self-service of applications by end users.
• Software updates packaging and deployment using automation toolsets.
• Work estimating and planning using Scrum.
• Basic project management (days to a few weeks).
• Microsoft Office Productivity Tools (Intermediate)
• Basic data analysis/reporting using PowerBI/Excel.
• Self-directed learning to improve skills and knowledge

To differentiate yourself:

• CompTIA Certifications: Network+, Security+
• Microsoft 365 Certified: Fundamentals (MS-900)
• Microsoft Certified: Security/Compliance and Identity Fundamentals
• Microsoft Certified: Power Platform Fundamentals
• Microsoft Certified: Azure Virtual Desktop Specialty
• M365 Applications – MS OneDrive for Business, MS SharePoint Online, MS Teams
• Apple Certified Support Professional (ACSP)
• Apple Certified: JAMF 200 certification, JAMF Helpdesk 2 series training, JAMF Pro MacOS
• JAMF scripting series

What you will be doing:

• Provide technical support assistance, root cause and proactive trend analysis to the Intake technicians.
• Reduce toil by identifying trending issues and automating/scripting manual processes.
• Conduct new associate onboardings remotely.
• Facilitate A/V support for Teams and Zoom conference rooms including vendor management.
• White glove support for our executive teams.
• Maintain asset management and stock maintenance through ServiceNow HAM processes.
• Work with System Administrators for maintenance and upkeep of workstations with regular Operating systems patching and updates. This