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Provides IT support to end users on a variety of issues. Identifies, researches, and resolves technical problems on a limited basis. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Handles computer equipment through all stages of its lifecycle.
Develops a strong understanding of the business and can relate problems to business impacts.
Understands how to triage and prioritize issues and will escalate problems to management.
Maintains a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.
Responds to alerts or emergency issues within 15 minutes during normal business hours and when on-call.
Processes and handles requests and orders for computer equipment throughout the lifecycle of the equipment.
Performs other duties as assigned.
Required A High School or GED
Preferred An Associate's Degree in a related field or graduate from a technical school in information systems or information technology or related field.
Preferred A Bachelor's Degree in a related field will be considered in lieu of work experience
Required 1 year of experience in an IT Service Desk level 1 role (in a Windows network environment), maintaining and diagnosing client workstations, services, applications, and printers.
Required Other Experience in no less than two of the following is required: •Windows OS •Basic Windows networks •Basic Exchange server •Citrix •Working in a Help Desk Environment •Microsoft Office Suite
Intermediate Demonstrated interpersonal/verbal communication skills
Intermediate Demonstrated written communication skills
Intermediate Other Manage basic IT process documentation. Must be able to document work and/or incidents using standard formats. Documentation must be grammatically correct, factually accurate, and appropriate to the target audience.
Intermediate Other Provide Service Desk phone and email support as required. Resolve issues by phone or email if possible. Record all Service Desk incidents/requests in the ITSM tracking system.
Intermediate Other Must be able to communicate technical information to management for review and approval both verbally and in writing.
Intermediate Other Must be able to follow written and verbal instructions and adhere to policies and standards.
Intermediate Other Install, maintain, and configure desktop and laptop computer hardware, software, and peripherals, including researching vendor documentation to resolve problems
Licenses and Certifications: A license in one of the following is required:
Preferred Other At least one of the following certifications is preferred – more than one certification or advanced certifications are a plus: •A •Network •Citrix CCA •MCSA 2000 or 2003 •CCNA or CCDA •Basic Unix Administration •CompTIA