IT Support Technician

About the Role

The IT Support Technician will be responsible for managing assigned tickets, providing timely and informed responses to ticket creators, and working to defined SLA and KPI metrics for service management. The ideal candidate will be adaptable, detail-oriented, and a proactive communicator who takes initiative in driving solutions.

Avalere Health's commitment to creating a culture where employees can bring their whole selves to work is reflected in its six Employee Network Groups, which provide opportunities to promote diversity, equity, and inclusion. The company also prioritizes professional growth, offering access to thousands of on-demand training sessions, regular career conversations, and the opportunity for global, cross-capability career moves.

What You Will Do

• Daily monitoring of assigned tickets and the incident management ticket queue
• Ownership of assigned tickets during the incident life cycle, providing timely and informed responses to ticket creators
• Work to defined SLA and KPI metrics for service management
• Accurate recording of applied time against tickets
• Procurement, provisioning, and support of IT hardware, including printers and mobile devices
• Procurement, provisioning, and support of IT software and services
• Implement file and/or folder permissions changes
• End-User web filtering and email security support
• Engage and coordinate with hardware and software vendors to repair/support technology components in a timely manner
• Update and continuously improve knowledge base documentation to ensure accuracy, clarity, and usability

What We Are Looking For

• Strong technical skills, with proficiency in Excel and other IT support tools
• Excellent customer service skills, with the ability to communicate effectively with employees at all levels
• Adaptability and a positive, can-do attitude in a dynamic, ever-changing environment
• Detail-oriented and proactive approach to driving solutions
• Ability to work independently and as part of a team
• Strong problem-solving skills, with the ability to troubleshoot and resolve technical issues efficiently
• Experience working in a fast-paced, deadline-driven environment

Nice to Have

• Experience with IT service management tools and software
• Knowledge of ITIL principles and practices
• Certification in IT support, such as CompTIA A+ or ITIL Foundation
• Experience working in a healthcare or similar industry

Benefits and Perks

• Opportunity to work with a purpose-driven organization making a tangible impact on patient lives
• Collaborative and dynamic work environment with a diverse team of professionals
• Access to thousands of on-demand training sessions and regular career conversations
• Opportunity for global, cross-capability career moves
• Flexible approach to working, with the option to work from home or in the office
• Dedicated social opportunities and resources for remote workers
• Enhanced parental leave and culture of flexibility to support work-life balance

• Ensure your resume and cover letter are tailored to the IT Support Technician role, highlighting your technical skills and experience.
• Be prepared to provide specific examples of times when you had to troubleshoot and resolve technical issues efficiently.
• Research Avalere Health's culture and values, and be ready to discuss how your own values and approach to work align with the company's mission.
• Familiarize yourself with IT service management tools and software, and be prepared to discuss your experience with these tools.
• Consider obtaining certifications such as CompTIA A+ or ITIL Foundation to demonstrate your expertise and commitment to the field.
• Prepare to discuss your approach to customer service and how you would provide excellent support to employees at all levels.