IT Support Engineer W/ Google Workspace, JIRA, Okta, Cisco Webex

IT Support Engineer W/ Google Workspace, JIRA, Okta, Cisco Webex

Looking for a IT Support Engineer with solid experience working/supporting a Google Workspace environment, who also has experience supporting Okta and Atlassian tools such as Jira.

• REMOTE role with potential travel to locations across the US. Most travel would be West Coast in the immediate future.

MUST HAVE / Required Qualifications

• Experience Supporting Google Workspace
• Working and troubleshooting Okta
• Atlassian Suite such as JIRA and Confluence
• Experience with Cisco WebEx. Experience implementing/engineering Cisco AV / VOIP products into a companies environment

Job Description

The IT specialist provides support for IT departments and end users ensuring that computer hardware, software, and networks work consistently and correctly. This includes processes such as system administration, computer setup/configuration, diagnosing computer issues (hardware/software), installing and upgrading systems (hardware/software), and troubleshooting IT equipment and software. The role works closely within the IT Team on all projects, software/process deployments, and new enterprise system implementations

Job Responsibilities

- Tier 1/2 area, account provisions, triaging, triaging hardware that is deployed, triaging redeployed, fixing broken equipment, if

network is down at site—can someone assess servers.

● Quality, patient safety, and privacy are top priorities, made evident by your comprehensive and measurable support tactics

● Prioritizes incident response and service requests, ultimately solving end-users software and hardware issues through service desk

best practices

● Key driver for navigating issues to their respective solutions or support teams

● Coach our team members through remote support with issue ticketing, virtual/phone, and chat channels.

● Ensures highest quality execution of our IT and Security compliance focused procedures

● Coordinate the creation and maintenance of our support knowledge, delivering self serve solutions aimed to increase our tech efficacy across the enterprise

● Works closely with other IT team colleagues to troubleshoot and escalate issues related to network performance, hardware, software services, telecommunications, and security procedures.

● Actively participates in IT team initiatives, collaborating with team members implementing and supporting Customers Technology standards, policies, and procedures.

● Proactive in finding/solving problems before they negatively affect your users, and ultimately Crossover members.

● Performs other duties as assigned or requested.

Qualifications

● Associate’s or Bachelor’s degree in Information Systems, Communication, Education, or related field.

● Minimum 3 years of helpdesk related experience

● General familiarity with:

○ Desktop (ChromeOS, macOS, Windows, etc.) and mobile (iOS, Android) operating systems

○ Online productivity tools (Google Apps, Adobe, Atlassian, Microsoft, Customer support and notation tools, etc.)

○ Network configuration, triaging ISP performance, coordinating remote diagnosis of outages

● Exhibits excellent attention to detail through written and verbal communication skills with the ability to comfortably work in time critical/high-pressure

situations and environments

● Demonstrated background in computer operations and extensive troubleshooting of IT functions

● Able to work independently, but in collaboration with a larger team

Preferred Qualifications

● Experience working in a clinical setting and/or with Healthcare Information Technology

● Experiencing administering systems:

○ Atlassian, Jira Service Management, Confluence

○ Google Workspace

○ Okta

○ Workspace One, Kandji