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Endpoint Services Administrator

LOCATION: Bowie, MD
REMOTE ELIGIBLE: On-Site Only
REQUISITION ID: 916
<p>The Endpoint Services Administrator is responsible for end-user computing support, including consulting with users, to determine hardware, software or system functional specifications. Responsibilities include installations, troubleshooting, hardware break/fix, typical desktop support duties and client engineering tasks. This role may also assist in the maintenance of the company’s network and server systems. The incumbent will have the opportunity to expand his/her experience with complex IT systems, such as advanced networking equipment, AD, Exchange, Telephony, Windows infrastructure, and software delivery systems.</p> <p><strong>Duties and Responsibilities:</strong></p> <ul> <li>Provide a quick response and support to all assigned incident and project requests, while exceeding internal expectations for responsiveness, quality of solution and customer service;</li> <li>Displays a superior customer service orientation in every interaction with end users, complex analytical and problem solving skills resulting in first-time resolution and excellent organizational skills with the ability to handle multiple tasks and priorities during peak volume times;</li> <li>Perform end user technical support for office and remote personnel to ensure prompt restoration of service on a variety of systems and applications;</li> <li>Installation, configuration, maintenance and troubleshooting of existing workstation environments including imaging and complete system setups;</li> <li>Research problems and questions utilizing available information and resources to diagnose and resolve hardware, software and system issues;</li> <li>Create, test and develop current Workstation images. Test, evaluate, and package software and applications for workstation distribution;</li> <li>Identify and escalate situations that require immediate attention ;</li> <li>Partner with members of the business and support teams to improve technical knowledge information sharing;</li> <li>Serve as an escalation point for Service Desk support functions;</li> <li>Participate in projects and ad hoc duties as required;</li> <li>Responsible for documenting installation and support procedures;</li> <li>Maintain compliance with Inovalon’s policies, procedures and mission statement;</li> <li>Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and</li> <li>Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.</li> </ul> <p><strong>Job Requirements:</strong></p> <ul> <li>Minimum of 3 years of level 2 desktop experience;</li> <li>Proficient in Microsoft Office suite including Word, Excel, Visio and PowerPoint;</li> <li>Experience with ticketing systems. (ManageEngine Service Desk preferred);</li> <li>Recent industry standard technical certifications such as MCSA, MCSE, MCTS, MCITP, Network+, A+, CTP+, Security+, CCNA preferred;</li> <li>Strong knowledge of the Microsoft Product Line, including Office and Windows;</li> <li>Strong understanding of Active Directory / Group Policy;</li> <li>Experience with Exchange administration (Office 365) preferred;</li> <li>ITIL Foundations (v2011, v3, or v2) certification preferred;</li> <li>Strong verbal and written communication skills;</li> <li>Ability to work in a fast paced environment;</li> <li>Strong organizational/prioritization skills and ability to multi-task with close attention to detail;</li> <li>Customer service and results oriented;</li> <li>Excellent time management skills;</li> <li>Ability to multi-task with close attention to detail; and</li> <li>Proven ability to work effectively under pressure &amp; meet deadlines.</li> </ul> <p><strong><br>Education:</strong></p> <ul> <li>Minimum of an Associate’s Degree in Information Technology or related degree required, Bachelor degree preferred or equivalent experience.</li> </ul><div class="content-conclusion"><p><em>By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</em></p> <p><em>Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</em></p> <p><em>The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.</em></p> <div><em>Consistent with Inovalon’s safety protocols, the company will require a vaccination attestation for fully office-based and hybrid (office/remote) positions. Positions designated as fully remote are exempt from the attestation requirement unless and until such time as an in-office presence is required.</em></div> <p>&nbsp;</p></div>

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