IT Systems Support 

Location: Minnesota, Minneapolis (Remote Optional) 

*You must be legally authorized to work in United States without the need of employer sponsorship, now or at any time in the future*

The ITSS Mergers and Acquisition team is the bridge between acquired entities and operations support in efforts to understand IT support needs. This team collaborates with multiple internal organizations and acquired entities to coordinate integration efforts.

Qualification:

• Bachelor's degree preferred
• 5 years customer service experience
• 2 years of experience in a high volume, fast paced environment for problem-solving capacity
• 2 year experience providing Desktop or Deskside support in a large corporate environment.
• 2 years of experience in technical support (preferably in a help desk) with experience supporting from a level 1 to 2 perspective.
• Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
• Experience with Outlook as well as other MS Office 365 applications (including Word, Excel and PowerPoint)
• Experience with service ticketing/tracking systems (ServiceNow preferred).
• Experience with a call routing system (VCC or WWE preferred).
• Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec) preferred).
• Must be a self-starter and able to work independently while being part of a decentralized team.
• Excellent problem-solving abilities and aptitude to understand and document technical information
• Proven ability to work towards individual and team targets
• Demonstrated successful time management and organizational skills
• Experience working in a diverse team setting with a track record for success
• Ability to create and promote self-service content
• Experience collaboratively working to create knowledge content for high visibility, large project initiatives
• Strong written communication skills

Responsibility:

• ITSS Operations Readiness Activities:
  • Get the Helpdesk information for the M&A
  • Get the base knowledge article published with the M&A IT Helpdesk information
  • Create and publish communication for internal ITSS teams with the relevant informationincluding the date when calls may be received, M&A Helpdesk information, and type ofcalls and products for which calls may be received
  • If required update the Internal SharePoint page with the M&A information
  • Review end-user communications that partner teams will coordinate to send
• M&A Knowledge: Knowledge creation and construction, knowledge articulation, knowledgeaccess, knowledge use and knowledge revision
• Create and update instructions for M&A users for their first-time and subsequent login to UHGsystems including the Intranet site and other HR Transaction sites
• Participate in all integration project meetings as an ITSS M&A SME. Ensure ITSS needs arefulfilled by proper planning, execution and post integration support
• Host support calls during People integration and assist users with their first-time login
• Participate in Machine and Email migration Office hours as ITSS SME and help resolve IT issues
• Report creation: Create reports in ITSM tool(ServiceNow), track issues during integrations, carryout knowledge updates as needed
• Collaborate with other ITSS teams to support users and issue resolution
• Utilize expertise in technical areas pertaining to desktop / laptop, authentication, internal /external websites, network connectivity, user productivity tools / applications, Office 365 productsfor users’ issue resolution