Desktop Support Specialist

Desktop Support Specialist at Availity

Availity is one of the leading health information networks in the United States, processing more than 4 billion transactions annually and connecting more than two million healthcare providers and over two thousand technology partners to health plans nationwide. Our teams of technology, business, and customer service professionals in Bangalore, India, are working together to transform healthcare delivery in the United States through innovation and collaboration. Our technologists help develop cutting-edge revenue cycle solutions that help hospitals, health systems, and physicians maximize payments and optimize their workflows.

Availity is a diverse group of people whose talents, curiosity and passion steer the company to create innovative solutions for the US Healthcare industry. If you are a driven, creative and collaborative individual, with exceptional technology skills to drive innovation, we want to hear from you.

Discover the Excitement at Availity - Shaping the Future of Healthcare from Bengaluru, India!

Welcome to Availity, where we transcend the conventional to redefine the landscape of healthcare technology. Headquartered in vibrant Jacksonville, FL, with a buzzing office right in the heart of Bengaluru, India, and a dynamic remote workforce spread across the United States, we are a global force bound by an impactful mission.

Why Availity Excites

At the forefront of healthcare technology, we are not just a company; we are trailblazers reshaping the future of healthcare. Our mission? To refocus attention on what truly matters - patient care. As the primary healthcare engagement platform, we are the pulsating heartbeat of an industry that touches millions of lives. With a network of over 2 million healthcare providers connected to health plans and processing a staggering 12 billion transactions annually, our influence is on a constant and expansive rise.

Your Journey With Us

Step into the realm of Availity, where innovation is not just encouraged, but celebrated. Join our energetic, dynamic, and forward-thinking team that believes in the power of ideas and the impact of every contribution. Your role will be instrumental in transforming the healthcare landscape, solving communication challenges, and creating connections that empower the premier healthcare ecosystem of the United States.

Why Join Availity In India

• Global Impact: Your work from Bengaluru will directly support and impact the lives of millions of US citizens.
• Innovation Hub: Bengaluru, the tech hub of India, is where your ideas will come to life, contributing to cutting-edge solutions in healthcare technology.
• Collaboration: Engage with a diverse and global team, fostering an environment where collaboration knows no boundaries.
• Career Growth: Availity values your growth journey. With us, you'll find opportunities to expand your skill set and advance your career.
• Work-Life Balance: Embrace a work culture that values work-life balance, offering flexibility and support to ensure your well-being.

Embark on a journey with Availity, where your skills meet impact, and your passion meets purpose. Together, let's shape the future of healthcare from the vibrant city of Bengaluru to the heart of the United States. Join us and be part of a team that's not just changing healthcare but changing lives, work from Bengaluru will directly support and impact the lives of millions of US citizens. Innovation Hub: Bengaluru, the tech hub of India, is where your ideas will come to life, contributing to cutting-edge solutions in healthcare technology. Collaboration: Engage with a diverse and global team, fostering an environment where collaboration knows no boundaries. Career Growth: Availity values your growth journey. With us, you'll find opportunities to expand your skill set and advance your career. Work-Life Balance: Embrace a work culture that values work-life balance, offering flexibility and support to ensure your well-being.

Roles & Responsibilities

Key Responsibilities

• Provide technical support to all staff members for computer systems, software, and hardware.
• Install, configure, and troubleshoot operating systems (including Windows and MacOS), workstation hardware, user applications and software, computer peripherals, connectivity issues, permissions, and conference room technology problems.
• Ensure all tasks are completed within agreed-upon service level agreements (SLAs) and adhere to departmental policies.
• Effectively communicate technical information to both technical and nontechnical personnel.
• Participate in projects related to end user technologies or standards as needed.
• Identify potential system and operational improvements, presenting recommendations to senior technicians and management for review and possible implementation.
• Provide feedback to leadership regarding documentation and processes.
• Thoroughly explain and document all technical issues in assigned support tickets.
• Perform other duties as assigned.

Education and Experience

Required Qualifications

• Minimum of 1+ years of experience in a corporate helpdesk role.
• Fundamental knowledge of Windows Operating System or equivalent experience.
• Experience troubleshooting MacOS systems.
• Experience managing Android and iOS mobile applications.

Preferred Qualifications

• Bachelor’s degree or equivalent work experience.
• MD-102, AZ-900, or equivalent Windows experience.
• Completion of Apple-certified JAMF 100 course or equivalent experience with macOS, iOS, and JAMF Pro.
• Experience with device configuration, app deployment, mobile device management (MDM), and smart groups.

Skills and Knowledge

• Excellent customer service and strong communication skills, including in-person, phone, and remote support.
• Ability to follow established process and procedure documentation.
• Level 1 troubleshooting expertise for Windows and Mac operating systems.
• Basic to intermediate proficiency with Microsoft Desktop OS and Mac OS.
• Basic to intermediate knowledge of Android and Apple iOS systems.
• Understanding of system and application logs, including how to access and use them for troubleshooting purposes.
• Solid basic troubleshooting and problem determination skills for both in-person and remote scenarios.
• Understanding the distinctions in each operating system regarding “admin/root” level access—knowing when it is needed, wanted, or required.
• Basic to intermediate knowledge of Microsoft O365/M365/Azure Cloud, including their uses for troubleshooting purposes.
• Familiarity with Dell, Lenovo, and Apple/Mac hardware, enabling accurate diagnosis of hardware issues. Vendor hardware certification is recommended.
• Basic networking knowledge, including protocols, TCP/IP, subnets, routing, and the OSI model.
• Strong problem resolution and decision-making abilities related to troubleshooting.
• Experienced in both local (in-person) and remote troubleshooting and guidance for end users.
• Experience working within a ticket queue system.
• Effective time management skills.
• Attention to detail and thorough follow-up with customers.
• Inventory management capabilities.

Availity Culture And Benefits

Availity is “Great Place to Work”! certified. Culture is important to us and there are many ways for you to make your mark here! Availity is a culture of continuous learning. We have many resources and experts in our tech stack that can help get you there too! Don’t feel like wearing business attire? Cool, you can wear jeans – we are a casual place. We offer a competitive salary, bonus structure, generous total wellbeing packages including company sponsored insurance coverages, outpatient care, preventive health checks and Employee Assistance Programs (EAP). We offer 24 days of paid time off to all our fulltime associates + 12 paid holidays. Availity offers paid Parental Leave (as per Maternity Act and internal paternity time off policy) for both moms and dads, both birth parents and adoptive parents. Want to work for an organization that gives back to the community? You’re at the right place! Availity partners with organizations to extend various CSR services.

Video Camera Usage

Availity fosters a collaborative and open culture where communication and engagement are central to our success. As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.

Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships. The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.

Key skills/competency

• Technical Support
• Troubleshooting
• Windows OS
• MacOS
• Microsoft O365
• Networking
• Hardware Diagnosis
• Customer Service
• SLA Management
• Mobile Device Management