• Help Desk Associate - Contractor

    Location US-NY-Long Island City
    Job ID 2019-1510
  • Overview

    At Connect America We Save Lives by Providing High-Quality Emergency Response Systems and Telehealth Services to Adults who Trust Us to Keep them Safe and Sound.


    Connect America is the largest independent provider of medical alarms in the Consumer segment and the fastest growing provider in the Healthcare segment.  We offer a broad range of at-home or on-the-go medical alarm and telehealth solutions to consumers, hospitals, home healthcare agencies, and healthcare professionals nationwide. 


    We listen to our customers to determine the safest solution for their needs. We treat all customers and team members ethically and respectfully, creating relationships built on trust.  We work as positive team members, developing customer solutions in a collaborative manner. We know that customers and team members are counting on us to contribute, we deliver what’s expected from us!


    Our Company is headquartered close to the City of Philadelphia, in Bala Cynwyd, PA.


    Connect America is seeking a Production Support Associate in our Long Island City, NY office. This a 6 month contract position.


    The Production Support Associate is responsible for the day-to-day maintenance and support of various systems, which includes workstations, printers, mobile devices etc. The Support Associate is also tasked in identifying and troubleshooting application issues and issues resolution or escalation. Responsibilities also include root cause analysis, management communication and client relationship management. Troubleshoots both software and hardware issues, as well as in-house applications and 3rd party applications. Ensures all production changes are made in accordance with Change Management methodology. The Production Support Associate will report to the Production Support Manager.


    We are an Equal Opportunity Employer. Connect America participates in the E-Verify program in our hiring practices to achieve a lawful workforce. Connect America is a drug-free workplace.


    • Provides day-to-day support of the various platforms (hardware and software) to ensure system stability that meets the business needs and growth
    • Deploy the release of new technologies as well as design, install, configure, maintain, and perform testing of software and related utilities and hardware
    • Responsible for working on an on call/after-hours rotation in shifts to provide 24X7 Support across multiple applications and business lines
    • Participate and determine root cause for service failure and support escalation.
    • Responsible for applying operation break fixes and other proactive maintenance activities to keep the services up and running
    • Responsible for evaluating and troubleshooting the Issues reported by internal users and clients.
    • Responsible for owning a specific production problem and provide active coordination between various groups including internal and external vendor support groups in resolving a specific problem.
    • Escalation, coordination and communication with Infrastructure and Development teams


    • Even temperament and ability to adapt
    • Associate degree in related discipline, or minimum of 3-years’ equivalent experience
    • Documentation skills
    • Excellent interpersonal, collaboration, problem solving skills, to work with all levels of employee within the organization
    • Strong organizational skills as to independently handle priorities to meet service levels and business requirements
    • Strong critical thinking skills; ability to focus and troubleshoot problems; coordinate and implement solutions
    • Strong working knowledge of IT hardware (Servers, PCs, Laptops, etc…)
    • Intermediate to advance knowledge of Windows OS platforms (Win7, Win10)
    • Experience in MS Administration (Active Directory, Office 365)
    • Solid familiarity with VOIP services as well as accessories that come with the technology.
    • Working knowhow of ticketing systems and knowledge based sharing platforms.


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