Senior Service Desk Associate

About Us  Zelis is modernizing the healthcare financial experience in the United States (U.S.) by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers in the U.S. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts—driving real, measurable results for clients.   Why We Do What We Do  In the U.S., consumers, payers, and providers face significant challenges throughout the healthcare financial journey. Zelis helps streamline the process by offering solutions that improve transparency, efficiency, and communication among all parties involved. By addressing the obstacles that patients face in accessing care, navigating the intricacies of insurance claims, and the logistical challenges healthcare providers encounter with processing payments, Zelis aims to create a more seamless and effective healthcare financial system. Zelis India plays a crucial role in this mission by supporting various initiatives that enhance the healthcare financial experience. The local team contributes to the development and implementation of innovative solutions, ensuring that technology and processes are optimized for efficiency and effectiveness. Beyond operational expertise, Zelis India cultivates a collaborative work culture, leadership development, and global exposure, creating a dynamic environment for professional growth. With hybrid work flexibility, comprehensive healthcare benefits, financial wellness programs, and cultural celebrations, we foster a holistic workplace experience. Additionally, the team plays a vital role in maintaining high standards of service delivery and contributes to Zelis’ award-winning culture.  Position Overview A Desktop Support Engineer L2 is responsible for providing advanced technical support to end-users for hardware, software, and network-related issues. This role involves troubleshooting complex technical problems, deploying software, managing hardware, and ensuring optimal performance of IT systems. Additionally, the engineer will mentor junior support staff and contribute to IT projects

• Provide high-touch IT support for executives, including laptops (Windows & Macs), mobile devices, video conferencing, and enterprise applications.
• Troubleshoot and resolve hardware, software, network, and connectivity issues with minimal disruption.
• Supporting Virtual/Onsite events using Video equipment and third-party conferencing services (Teams, Zoom, Remote Help, etc.)
• Act as a liaison between executives and IT teams, translating complex technical issues into a business-friendly language.
• Monitor and track user support issues using Jira, ensuring timely resolution and follow-up.
• Manage relationships with key vendors to ensure top-tier support, swift issue resolution, and the best technological solutions for executives.

Requirements

• 5+ years of experience in IT support or a similar role with VIP user handling experience.
• Strong experience with Windows, macOS, iOS, and Android devices.
• Experience working in fast-paced, high-pressure environments with quick response times.
• Experience supporting video conferencing technologies
• Excellent written and verbal communication skills.
• Strong organizational and time management skills.
• Experience supporting senior-level staff within an organization.

Skills

• Operating Systems: Windows OS, macOS
• Software: Microsoft Office Suite, Remote Desktop Services
• Networking: VPN troubleshooting, network configurations
• Hardware: Diagnostics and maintenance
• Customer Service: Excellent interpersonal skills

Preferred Requirements

• ITIL Certification or equivalent
• Knowledge of Agile framework
• CMDB / Asset Management experience.
• Vendor Management.