Who is LYP Health Management?
LYP Health Management aspires to be the most sought-after
thought leaders in the health care service industry - a vision that is swiftly materializing.
The acronym “LYP”, stands for "Love Your Patient," represents our
steadfast commitment to patient care. Operating as a tech enabled BPO service
provider, our central emphasis is on delivering Contact Center support,
alongside a range of compliant services, to an array of clients, spanning from
individual practices to expansive health systems. It is this authentic passion
for caregiving that sets us apart as the preferred choice for healthcare
establishments striving to fulfill their patients' requirements.
Winning with Culture
When you join LYP, you become part of our family. And being
part of this family means we embrace each other’s individuality and work as a
team because we know we are better together. Our work is a calling, where we
find joy in assisting patients and fulfilling their needs. We get to solve
problems creatively, because we are empowered to embrace our unique skills and
collective experience. We focus on acceptance in each other and transfer that
support and openness to the patient. LYP leads with the heart, and in so doing
cares compassionately for all of those around us, whether client, teammate, or
patient.
Job Purpose
Tier 3 Support Representatives will serve both as a contact
point for end users but also as an escalation point for the Services Desk but
also as a support Subject Matter Expert (SME) for support-related items. This
role is responsible for providing advanced IT troubleshooting assistance, Azure
user creation/modification/termination, imaging, shipping/receiving,
documentation, and escalating issues when appropriate. In addition, this role
will also assist with escalations from users and/or the Tier 1 and 2 support
teams. Due to this role being the first point of contact an end user will have
with Rally Point, a high degree of communication, follow up, and task
tracking/prioritization is required. End user requests are generally submitted
by phone, E-Mail, and walk-by interactions. The Tier 3 rep will be actively
involved in application/hardware rollouts, reporting, and change control
processes.
Essential Functions
- Reasonable
accommodations may be made to enable individuals with disabilities to
perform the essential functions.
- Respond
promptly to inbound technical support requests via phone, email, or
walk-by interactions.
- Diagnose
and resolve basic technical issues related to software, hardware,
accounts, and networking.
- Provide
step-by-step instructions for resolving common technical issues, including
software installation, configuration, and troubleshooting.
- Document
and track all support interactions in the service desk ticketing system.
- Serve
as an escalation point for tier ½ support and end users
- Escalate
unresolved issues to higher-tier support teams when necessary.
- Ensure
customer satisfaction by following up on open issues and providing regular
status updates.
- Create
support documentation for technical issues you were able to resolve where
existing documentation wasn’t in place.
- Assist
with technical projects as needed.
- Each
service desk support representative is a part of an on-call rotation.
- Maintain
knowledge of company products, services, and procedures to provide
accurate information.
- Work
collaboratively with the technical support team to identify process
improvements and ensure continuous improvement in support
efficiency.
- Ability
to resolve service desk tickets within established SLAs.
- Adhere
to shift schedules.
- Handle/Active
call times within established SLAs.
- Abandoned
call rate within established SLAs.
Minimum Qualifications & Experience:
- 1
year of Azure/AD Management
- 1
year of system management (Windows 10/11)
- 1
year of deployment/assets management experience
Preferred Qualifications:
- Bachelor's
degree in computer science or related field preferred
- 4
years of experience in IT Help Desk or Desktop Support
- 1
year of project management and/or hardware/software deployment
- Power
Platform Fundamentals
- Azure
Administrator Associate
- CompTIA
Net+ Certification
Benefits of working at Love Your Patient
·
Be part of a fun, awesome team
·
9 paid holidays
·
401K Retirement with matching contributions
·
Excellent medical, vision, and dental insurance
·
Life insurance and disability insurance
·
3 weeks PTO
Working Conditions
This is an in-person, professional office environment. You
will routinely utilize standard office equipment such as computers, phones and
copiers.
Physical/Mental Demands
Use hands to manipulate, handle, feel, and control items or
equipment; talk and hear; see and be able to read, write, and interpret written
documents; occasionally lift and move objects weighing up to 25 pounds. Must be
able to meet these requirements with or without reasonable accommodation.
We are proud to be an equal opportunity employer and
will not discriminate against an applicant or employee based on age, sex,
sexual orientation, gender identity, race, color, creed, religion, national
origin or ancestry, citizenship, marital status, familial status, disability,
military or veteran status, genetic information, pregnancy or any other
characteristic protected under applicable law.