Cordant Health Solutions™ is at the forefront of combating today’s opioid epidemic through its network of toxicology laboratories and pharmacies. Cordant is committed to providing cutting-edge solutions for payers, clinicians and agencies involved with addiction, criminal justice and pain management.  Cordant is one of the only toxicology laboratories that includes a full-service, high-touch pharmacy that specializes in complex management and dispensing of controlled substances. As a reliable partner, Cordant provides testing protocols, treatment recommendations and considerations and digital case-management tools to help its customers become more efficient and effective. Cordant strives to change the way its clients use toxicology results and assists its clients in navigating the ever-changing industries in which they operate.  Laboratories and/or pharmacies are located in Arizona, Colorado, Indiana, Massachusetts, New York, and Washington.
 
We are looking for an enthusiastic IT Technical Associate to join our team in Flagstaff, AZ. 
The IT Technical Associate will be responsible for providing excellent customer service to end users experiencing minor to moderate technical issues. This role will identify, prioritize, and resolve end user technical support requests, including but not limited to the coordination of computer service desk functions, software and hardware troubleshooting, and low-to-mid level infrastructure problems.  The IT Technical Associate ensures the use of best practices in the delivery of technical support such as:  first call resolution, total call ownership, escalation, total impact training, and support metrics tracking and reporting.  
 
 Essential Functions:
  • Ensures that all incidents received by the IT Service Desk are recorded in ManageEngine ServiceDesk Plus ticketing system
  • Identifies nature of incidents based upon reported symptoms and categorization rules
  • Prioritizes incidents based upon impact to the users and SLA guidelines
  • Responsible for incident closure or delegation to the appropriate IT group for resolution based upon categorization rules
  • Performs post-resolution end user review to ensure that all work services are functioning properly and all incident documentation is complete
  • Prepares reports showing statistics of incidents resolved / unresolved. Detailed resolution of incident is mandatory before closing incident ticket
  • Participates in redesign of processes and workflow to improve efficiency of Cordant’s operations. Identifies and documents the impact of processes and workflow changes.
  • Identifies improvements and suggests changes to new policies, procedures, or work practices
  • Works with vendors to assist support activities
  • Works on-site at end user locations and/or remote support
  • Removes viruses/malware/spyware
  • Troubleshoots software, hardware, network issues & peripherals 
  • Configures Email, supports MS Office suite; Word, Excel, & Outlook, Windows OS
  • Re-installation of OS
  • PC Imaging and configuration
  • Helps end users understand software and provide training if needed
  • Supports VoIP phone system
  • Ability to travel if needed
  • Performs other related duties and participate in special projects as assigned.
 
Education and Experience:
  • Associate’s degree in Computer Science, Information Systems Management, Information Technology or relevant combination of education and experience
  • 2-4 years of working experience in a service desk role or similar

Knowledge, Skills, and Abilities:
  • Working knowledge of software applications.
  • Strong technical skills with Microsoft Windows, Ubuntu, MS Office Suite, email and web clients, antivirus software, and imaging software.
  • Proven ability to learn and support new technologies with minimal supervision.
  • Exceptional time management skills and a proven ability to independently identify, research, and resolve technical problems in a timely manner.
  • Strong analytical, interpersonal and communications skills.  
  • Demonstrated ability to multi-task and balance work demands.
 
Physical Requirements:
  • Light to moderate physical effort (lift/carry up to 50 lbs.) -Heavier weights with assistance
  • Sitting & standing for long periods of time
  • Repetitive motions and/or prolonged computer use
  • Working at a fast pace, subject to many interruptions and both physical and mental stress
 
Working at Cordant Health Solutions means constantly being challenged to learn and grow in a fast-paced, dynamic, vibrant environment. Our team members are the key to our success and we are committed to providing an environment that not only offers a fun, positive work environment but also career building opportunities and a positive work/life balance. Cordant Health Solutions supports its employees by offering a benefits package to eligible employees that includes:
  •         Medical / Dental / Vision
  •         Flexible Spending Accounts (FSA)
  •         Paid time off (PTO) / paid Holidays
  •         401(k) with Company match
  •         Company paid basic life insurance
  •         Company paid long term disability
  •         Short term disability
Cordant Health Solutions is an Equal Opportunity Employer (Minorities/Women/Veterans/Disabled) that believes diversity leads to a stronger organization.  
 

Department: IT
This is a full time position

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