IT Applications Support

  • Location: Pasadena, California
  • Type: Contract
  • Job #76742

A healthcare client is looking for an IT Applications Support

Location: Pasadena, CA 91101
Position: IT Applications Support
Pay Rate: $41.81/hr
Duration: 6-7 months
Expected Shift: 8:00am – 4:30pm
100% remote

Principle Duties & Responsibilities

  • Develops an understanding of supported applications to efficiently and effectively support end users.
  • Addresses and resolves help desk requests as assigned.
  • Develops and updates IT standards and procedures, process, and reporting documentation.
  • Documents resolutions and updates self-help and staff knowledge bases.
  • Logs all requests for tracking of metrics and support.
  • Collaborates with other IT staff to learn and support new applications to increase ability to resolve requests on first contact.
  • Analyses and resolves incidents and requests regarding use of application software.
  • Acts as liaison between staff and the IT department to resolve issues.
  • Creates a positive customer support experience through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers professionally and with courtesy.
  • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
  • Performs other duties as assigned.

Must be able to demonstrate:

  • Basic troubleshooting capabilities for IT application support.
  • Ability to work with users via phone as well as remotely.
  • Ability to effectively communicate internally and externally both in written and verbal form.
  • Demonstrated ability to become familiar with new topics quickly and being attentive to all details.
  • A strong work ethic, strong organizational skills, and meticulous attention to detail.
  • Ability to remain calm under pressure.
  • Ability to adhere to deadlines and execute on multiple assignments from beginning to end with
  • accountability for the results.
  • Ability to assess circumstances and problem solve with minimal supervision.

Qualifications and Experience:

  • Experience working with complex IT systems.
  • Knowledge of helpdesk ticketing system (ServiceNow).
  • Technical writing/editing experience.
  • Bachelors degree preferred or 4 additional years of experience. High School Diploma/GED Required.
  • 2 (two) years relevant experience required.
  • Bachelors degree AND 2 years of experience OR High School Diploma/GED AND 6 years of experience

Preferred Qualifications:

  • Two (2) years experience working with IT service desk tools or software preferred.
  • Two (2) years experience working in a large matrixed organization preferred.
  • One (1) year experience working with IT vendors preferred.
  • Three (3) years experience writing documentation or standard operating procedures related to IT operations and support preferred.
  • Three (3) years experience in IT intake and profiling in a support or operations environment preferred.
  • One (1) year corporate healthcare experience preferred.
  • Microsoft certification (e.g., A+, MCP, MCSE, etc.) related to IT support preferred.
  • ITIL certificate

About Our Client
Our client is one of the largest non-profit health plans founded in 1945 which offers comprehensive, affordable health coverage plans for individuals & family, Medicare, employers, and large group.

Since 1980 APR Consulting, Inc. has provided professional recruiting and contingent workforce solutions to a diverse mix of clients, industries, and skill sets nationwide.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Don't miss out on this amazing opportunity! If you feel your experience is a match for this position please apply today and join our team. We look forward to working with you!

#SLA

 

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About APR Consulting
APR Consulting, Inc., is one of the most trusted talent acquisition and workforce solutions providers in the United States. Known for exceptional responsiveness, agile strategies, and consistently high-level talent, the firm has become a go-to for organizations and managed services providers navigating complex change and urgent challenges. Since its founding in 1980, APR has transformed from a California IT-focused staffing firm to a full-service solutions provider filling a wide range of positions and serving over eight industries — including aerospace and defense, healthcare, IT, telecom, hospitality/gaming, sports/entertainment, government, and utilities –– in all 50 states, with a loyal roster of more than 850 specialized professionals.