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.

 

Role Summary/Key Objectives:

The mission of the Technology Solutions and Support organization is to provide desktop support to our colleagues throughout the United States across both physical offices and a remote workforce while delivering the best possible experience to our colleagues. We are looking for a Technical Support Associate Analyst to join the Deskside Support Services (DSS) team. You will act as a site contact, provide technical and process guidance to other members of the team, and will participate in Technology projects across the organization. This position will be responsible for ensuring an outstanding level of customer service and should possess advanced technical knowledge. This role will be responsible for installing, configuring, troubleshooting, and repairing computer workstations while monitoring performance, diagnosing and resolving problems. You will provide accurate, timely and creative solutions to our colleague’s computer and network problems while adhering to standard Technology practices and techniques. This position will serve as an escalation point for technical, process and procedural questions and issues.

Specific areas of responsibility are:

Technical Assistance & Innovation

• Provide basic colleague technical support including but not limited to:
  • Computer hardware diagnostic, troubleshooting, configuration, and refresh.
  • Software installation and troubleshooting.
  • Voice and video network diagnostic and repair.
  • Mobile device configuration, training, and diagnosis.
  • Recovery testing to confirm availability of systems where outages have occurred.
• Manage basic ticket workflows including but not limited to:
  • Escalating unresolved issues in a timely manner.
  • Maintaining and tracking inventory of hardware in the appropriate systems.
  • Documenting and tracking status of colleague inquiries, coordinating appropriate response.
  • Proactively setting expectations with colleagues.
  • Following up to ensure colleague satisfaction.
• Provide proactive support, maintenance, and innovation including but not limited to:
  • Implementing approved operating system enhancements.
  • Recommending system modifications to reduce colleague problems.
  • Interacting with other support groups to restore service and /or identify and correct colleague computing problems.
  • Identifying process improvement opportunities and supporting continuous improvement initiatives under direction of your supervisor.
• Perform other duties and responsibilities, as assigned.

Customer service & leadership

• Delivers exceptional customer service.
• Provide training of technology policy and procedure.
• Collaborate with management to promote excellent customer service and effective response times.
• Assist management by providing insight into general support issues.
• Ensure team provides timely and courteous customer service to colleagues.
• Alerts colleagues and team members when a major problem is suspected.

Qualifications:

• Strong knowledge of the following is preferred.
  • Microsoft operating systems and Microsoft Office.
  • Apple hardware and operating systems.
  • Networking switches and data networks.
  • IP telecommunications systems.
  • Audio Visual systems.
  • Mobile device management.
• Capability to analyze problems and use sound judgement for determining solutions.
• Ability to clearly communicate both verbally and written with customers and other IT staff.
• At least 3 Years PC/LAN technical or equivalent experience preferred.
• Aptitude for providing strong customer service through interactions and communications.
• A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.
• Willingness for continuing enhancement of technical skills through education/seminars and interaction with other IT disciplines.
• Comfortable with working outside of normal business hours to support activities, and/or support on-call rotation when necessary.
• Bachelor's degree and/or equivalent work experience in the technology, hospitality, retail or customer focused field highly regarded.
• A+ certification or equivalent combination of education, training, and experience.

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

The pay range that Magnit reasonably expects to pay for this position is: $20.00/hour-$30.00/hour 

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

Tundra Technical Solutions (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.