Technical Support Analyst

Who We Are:

Machinify is a leading healthcare intelligence company with expertise across the payment continuum, delivering unmatched value, transparency, and efficiency to health plan clients across the country. Deployed by over 60 health plans, including many of the top 20, and representing more than 160 million lives, Machinify brings together a fully configurable and content-rich, AI-powered platform along with best-in-class expertise. We're constantly reimagining what's possible in our industry, creating disruptively simple, powerfully clear ways to maximize financial outcomes and drive down healthcare costs. For more information about Machinify and its partners, visit www.machinify.com.

Location:

• Dallas, TX

About the Opportunity:

As part of the IT Support Team, the Technical Support Analyst (TSA) will be focused on troubleshooting and resolving complex technical incidents that require advanced knowledge or detailed investigation. The TSA handles large-scale issues affecting business productivity and efficiency, leveraging a broad technical skill set to ensure seamless end-user experiences. This role also involves contributing to knowledge management efforts, such as creating and updating knowledge base articles and self-service documentation.

What you'll do:

Operating System Deployments:

• Assist with OS deployment and configuration across desktops, laptops, and mobile devices, ensuring seamless setup and meeting user requirements.

PC Imaging:

• Manage imaging processes for devices, ensuring all configurations, software, and settings are correctly applied. Update images based on organizational needs.

Mobile Device Support:

• Provide technical support for mobile devices, including setup, configuration, and troubleshooting, ensuring compliance with corporate policies and security standards.
  
  

Network Connectivity:

• Troubleshoot network issues (local access, VPN, MFA) and resolve user connectivity problems to maintain stable resource access.

M365 Support:

• Support Microsoft 365 applications (Word, Excel, Outlook, Teams), troubleshoot issues, and perform root cause analysis for improved end-user experience.

3rd Party Software Patching:

• Manage patching for third-party software applications, ensuring timely updates to minimize security risks and maintain compliance.

Monitoring & Outage Identification:

• Monitor system and application performance to proactively identify and prevent outages, ensuring optimal productivity.

Escalation Management:

• Identify incidents requiring escalation to specialized teams (e.g., Network Engineering, Systems Engineering) and work closely with other teams to resolve complex issues.

What experience you bring (Role Requirements):

• Technical Expertise: Advanced knowledge of operating systems (Windows, macOS), the M365 suite, mobile device management, and networking concepts.
• Problem Solving: Strong troubleshooting skills, capable of identifying root causes and implementing effective solutions.
• Communication: Skilled at conveying technical information clearly to non-technical users and documenting technical procedures.
• Collaboration: Team-oriented, with the ability to collaborate effectively across cross-functional teams.
• Self-Management: Able to work independently with minimal supervision and manage multiple priorities simultaneously.

Preferred Experience:

• Experience with operating system deployment tools (e.g., SCCM, Intune).
• Familiarity with network troubleshooting tools (e.g., Wireshark, VPN solutions).
• Knowledge of security protocols and technologies (e.g., MFA, VPNs).
• Experience with third-party software management and patching systems.

Physical Requirements:

• Frequently remains in sitting position for long periods of time to perform duties.
• Frequently concentrates for long periods of time, paying close attention to detail.
• Frequently uses and views the computer using fingers, hands, and vision.
• Frequently works in a well-lit, tempered environment.
• Occasionally moves through office to communicate with other employees.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and skill development.
• A collaborative and inclusive work environment.
• Flexibility in working arrangements, including remote options.

Ready to Join Us?

If you are passionate about automation, quality, and innovation, we'd love to hear from you! Apply now and become a key part of our mission to deliver exceptional software products.

Pay range: $55,000 - $75,000 USD

This is an exempt position. For salary positions only: The salary range is for Base Salary. Compensation will be determined based on several factors including, but not limited to, skill set, years of experience, and the employee's geographic location.

What's in it for you:

• PTO, Paid Holidays, and Volunteer Days
• Eligibility for health, vision and dental coverage, 401(k) plan participation with company match, and flexible spending accounts
• Tuition Reimbursement
• Eligibility for company-paid benefits including life insurance, short-term disability, and parental leave.
• Remote and hybrid work options

At Machinify, we're reimagining a simpler way forward. This begins with our employees. We are innovators who value integrity, teamwork, accuracy, and flexibility. We do the right thing, and we listen to the needs of our clients and their members. As tenured experts with unmatched experience, we champion diverse perspectives that help us to better understand and serve our clients.

Our values come to life through our culture. We embrace flexible working arrangements that allow our employees to bring innovation to life in the way that best suits their productivity. We work cross-functionally, abandoning silos, to bring innovative, accurate solutions to market. We invest in each other through ongoing education and team celebrations, and we give back to our communities through dedicating days for volunteering. Together, Machinify is making healthcare work better for everyone, and we're passionate about a future with better outcomes for all.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. Machinify is an employment at-will employer.