This position is a temporary assignment. As a contractor, you’ll be employed by Magnit, not The Cigna Group or any subsidiaries of The Cigna Group.

 

The Technical Support Analyst is responsible for the day to day performance and operation of both PC and LAN hardware and software.  Installs, configures, troubleshoots, and repairs computer workstations and local area networks, monitors performance, diagnoses and resolves problems.  Provides accurate, timely and creative solutions to end-user computer and network problems.  Serves as an escalation point for technical, process and procedural questions and issues.  Ensures adherence to standard IT practices, techniques and established escalation processes.  Manages installation related efforts and participates in IT projects across the organization.

Specific areas of responsibility are:

• Completes the installation and maintenance of local infrastructure equipment which may carry data, voice and video communications to defined standards.   Coordinates with internal and external partners as required.  Participates on call rotation as needed including nights and weekends.
• Installs, configures, troubleshoots, and repairs Windows or Macintosh desktop and laptop computer systems, peripheral equipment and mobile devices. Escalates unresolved issues in a timely manner.  Configures and maintains Windows or Macintosh standard applications and networking software, diagnosing and solving hardware and software problems.
• Delivers exceptional customer service, proactively setting expectations with customers and following up appropriately.  Manages service request queue and resolves daily hardware and software service and support requests.  Adheres to established service level agreements.  Thoroughly document work performed in ticketing system.  Recommends ways to improve the customer experience.
• Maintains and tracks inventories of hardware for desktops, laptops, thin clients and peripherals in the appropriate systems.
• Manages project assignments.  Assigns tasks to others.  Ensures project dates are met.  Schedules installations/ upgrades and provides system maintenance in accordance with IT procedures.  Works on site specific department projects and/or sub-projects.
• Implements approved operating system enhancements and recommends system modifications to reduce user problems.  Interacts with other support groups to restore service and /or identify and correct end-user computing problems.
• Serves as escalation point within the team to resolve more complex problems.
• Serves as Subject Matter Expert (SME) across the organization.  Proactively shares technical knowledge with teams across the organization.  Provides training and guidance for new team members.
• Leads process improvement efforts.  Documents processes and creates checklists to ensure standardization of work.  Proactively updates documentation if changes are necessary.
• Manages user and equipment moves along with occasional unloading of new equipment and disposal of old equipment to salvage vendor.      

Qualifications: 

Good communications skills 

Previous customer service experience preferred

Ability to prioritize and handle multiple tasks.

Possess in-depth knowledge of the tools and processes required by the role.

Functions in complex environments with minimal direction.

Solid individual performance while partnering with others.

Works well through self-directed effort.

Shares knowledge in area of expertise.

May serve as a technical subject matter expert.

May provide technical assistance to resolve operating issues.

BS in IT or related field or 3-5 Years PC/LAN Technical Experience

Hourly Pay Rate Range (dependent on location, experience, expectation)

The pay range that Magnit reasonably expects to pay for this position is: $32.00/hour-$37.00/hour

Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met)

We are unable to provide visa sponsorship or STEM OPT training.

The operator of this Talent Community is a global leader of contingent talent services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations. 

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.