Overview
We are CONNECTING HEALTH AND WEALTH. Come be part of remarkable.

How you can make a difference
Our Service Desk Tech III position provides all-encompassing front line support and technical assistance directly to HealthEquity employees who are using software, hardware, or other computer systems in a 24/7 environment. This position is responsible for helping complete tasks or solve problems through diagnostic tests and remote access to employees’ computers, identifying and advancing infrastructure system issues to direct management as well as collecting and communicating pertinent information to relevant teams for remediation. This position works collaboratively with all other accompanying business units including but not limited to infrastructure systems, network teams, development, workforce management and others. This position is supporting 3rd shift and will be required to work 11:00pm – 10:00am CT.

What you’ll be doing (Job Duties & Responsibilities)
Working hours 11:00pm – 10:00am CT
Experience using ITSM Ticketing tools (e. g. ServiceNow, Remedy) or similar ticketing systems to lead and track incidents
Ability to solve front line support for the HealthEquity Service Desk to their customers including phone calls, tickets, emails and other forms of communication supporting a 24×7 environment.
Solve hardware and software issues of a variety of different applications/hardware problems providing break/fix support.
Ability to create, maintain and uploading new documentation as processes are created and evolve with minimal guidance.
Diligently being in contact with the Service Desk supervisor and other Service Desk team members for cross training, issue resolution and overall building of knowledge of the company and the company’s policies and procedures.
Training teammates to use their applications and resources to provide a better customer service experience.
Installing hardware/software peripherals.
Providing end to end support for our users in a timely fashion according to department SLA’s while maintaining an all-around excellent customer service experience.
Regularly working in Azure, JAMF and ServiceNow
Tracking incident management to provide accurate reporting for senior teams.
Assist higher-level Technician and Engineers with researching solutions, solve, and data gathering
What you will need to be successful (Skills, Knowledge, & Experience)
Ability to work 3rd shift: 11:00pm – 10:00am CT
Experience with Azure, JAMF, and ServiceNow are required
Knowledge of Office 365, computer science or a closely related field as normally obtained through the completion of a High School Diploma / Bachelor’s Degree in Information Technology or equivalent work experience
6 years’ experience in the computer industry field or equivalent experience is needed
Must be well spoken and able to empathize with customers while maintaining HealthEquity outlined procedures and policies in a professional manner.
Ability to efficiently communicate between coworkers, customers, vendors and internal employees is required.
Strong customer service skills are required.
Organizational skills including the ability maintain records and critical information from multiple sources is required.
Microsoft Windows operating system knowledge including file structure, permissions and networking of a variety of different OS versions including Server 2003, 2012, 2012 r2, 2016, Windows 7 & Windows 10
Strong knowledge of Microsoft Windows components including MS Outlook, Skype, Word, Excel, PowerPoint, Visio, etc.
Extensive knowledge of hardware/software applications such as Symantec Antivirus, Cisco, Active Directory, Network Connectivity and solve, Microsoft Exchange, Java, Lenovo laptops and associated peripherals
Strong TCP/IP communications and high skill level of networking protocols
PowerShell scripting knowledge and experience is a plus
VMware, Hyper-V, or Citrix Environment experience is strongly encouraged
Preferred, not required: Certification in relevant IT products/technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP))

LI-Remote

This is a remote position.

Salary Range
$23.00 To $33.50 / hour
Benefits & Perks
The compensation range describes the typical minimum or maximum base pay range for this position. The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:

Medical, dental, and vision
HSA contribution and match
Dependent care FSA match
Full-time team members receive a minimum of 18 days of annual PTO and 13 paid holidays per year
Adventure accounts
Paid parental leave
401(k) match
Personal and healthcare financial literacy programs
Ongoing education & tuition assistance
Gym and fitness reimbursement
Wellness program incentives