Desktop Support

Job Description

Provide remote customer service and technical support to internal partners and vendors, ensuring timely resolution of software and system issues.

• Serve as contact in providing remote customer service and moderately complex technical support to internal partners and vendors.
• Provide second-level remote support of customers’ software and minor operating system modification requests; investigate, research, and resolve complex IT issues.
• Respond to requests and document tickets in Service Now following Centene’s Information Technology policy and procedures.
• Perform software installations, upgrades, and configure customer‑specific software.
• Review team’s current processes and recommend process improvements; update installation guides and workflow processes; collaborate with Information Technology teams to update workflow processes impacting multiple teams.
• Identify training needs, perform new user IT training, and communicate IT policies and standards to improve software performance and customer service.
• Monitor service level agreements, perform scheduled departmental audits, and report findings to management.
• Act as a technical resource for Information Technology support specialists and coordinators.

• 5+ years in a midsize or large environment supporting M365, AD, Windows, and basic troubleshooting of hardware and software products (imaging, installing, configuring, and upgrading).
• 5+ years experience working with Service Now – this is a must‑have.
• Professional experience troubleshooting and supporting Macs and audiovisual equipment.
• Working experience with SCCM or a similar imaging tool.
• Strong soft skills: verbal and written communication and excellent customer service skills; this position supports executive‑level employees.