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L1 Service Desk Agent

hace 4 meses

Guadalajara, México UST A tiempo completo

**L1 Service Desk Agent**

**Associate I - Cloud Infrastructure Services
**Who we are**:
UST HealthProof is a dynamic company with a mission to lower the cost of care and deliver the future of healthcare. Our consumer-centric approach gives our health plan customers a modern infrastructure and reduced administrative costs, helping to drive better business results for our customers — and better outcomes for our communities.

**You Are**:
**The Opportunity**:

- Engage clients as the first point of contact for the Infrastructure Department
- Exercise strong written & oral communication skills to identify customer needs
- Drive solutions on a wide variety of technical issues
- Collaborate with a diverse team of Infrastructure Experts
- Partner with an onsite Deskside Teams to provide users with immediate and extended support
- Mentor colleagues on improved troubleshooting techniques and solutions
- First Point of Contract for Infrastructure Related Requests/Issues o Password Support
- Escalation Point for Out-Of-Scope services

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

**What you need**:

- 1+ Years of IT Support
- 1+ Years of Customer Service
- Strong Communication Skills
- Team Player and Collaborator
- ITIL Fundamentals
- Proactive In Pursuing Solutions
- Critical Thinker that challenges assumptions and seeks new ideas
- Azure Active Directory
- Service Now skills
- Windows OS Functions
- Okta / Citrix / F5 VPN / Bomgar
- General Hardware (Windows PC/Laptop, Printer, Android Tablet)
- 2+ years in Customer Support and IT

**What we believe**:
We’re proud to embrace the same values that have shaped UST and its subsidiaries since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone to champion diversity and inclusion and place people at the center of everything we do.

Humility: We will listen, learn, be empathetic, and help selflessly in our interactions with everyone.

Humanity: Through business, we will better the lives of those less fortunate than ourselves.

Integrity: We honor our commitments and act with responsibility in all our relationships.

**Equal Employment Opportunity Statement**

UST HealthProof is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

USTHealthproof