IT Support Engineer II

Do you want to shape the future of fintech and healthtech? Energized by challenges and inspired by bold goals? Ready to elevate your career alongside driven and talented colleagues? If that sounds like you, explore a career at Alegeus today. Opportunity Happens Here .

MISSION

Join our dynamic support team where you'll triage and prioritize incoming requests, resolve technical issues across software, hardware, and connectivity, and deliver exceptional customer service. You'll manage multiple cases, collaborate cross-functionally, train employees, and drive process improvements to enhance Help Desk operations and internal systems.

RESPONSIBILITIES

Triage incoming requests to the team and with direction from management, assign tasks and track request prioritization.

Diagnose, troubleshoot, and resolve software application, hardware, and connectivity issues related to service and product offerings.

Respond promptly to customer inquiries via telephone, email or web.

Manage multiple customer cases simultaneously, ensuring all case-related information and activities are accurately documented, and supplying prompt progress updates to customers and manager.

Supply employee training on proper system use.

Work closely with other teams to manage technical escalations and issue resolution.

Show enhancement opportunities to promote efficiency.

Create, document and adopt methods to help drive improvement and efficiency in all Help Desk related functions, including technical and non-technical guides.

Manage with HR & Senior Manager, IT (Information Technology) Operations, new hire configuration including workstations, telephony, and all technical requirements.

Manage systems that are internal client facing, including Active Directory, Office, SharePoint, Phone System and Azure AVD (Azure Virtual Desktop).

Monitor and support proper system configuration for user endpoints (PC and AVD).

Ability to work flex shift hours.

and resolution.

EDUCATION / EXPERIENCE

Bachelor's degree in a technical discipline preferred or equivalent experience with at least 5 years of experience.

Proficiency in remote support tools and Microsoft Office suite.

Strong technical expertise in both PC and Mac operating systems.

Experience with Azure Virtual Desktop, Microsoft MECM (SCCM / Intune), and JAMF.

The desired candidate should have excellent customer interaction skills with the ability to handle and diffuse challenging customers and situations.

The ability to multi-task and work under dynamic conditions and constraints with minimal supervision, i.e., strong analytical, prioritization, time management, and follow-up skills.

The ability to respond to customers in writing and over the phone with a high degree of professionalism and accuracy.

ROLE-BASED COMPETENCIES

A passion for healthcare, financial services, behavioral economics, consumerism and / or any combination of these disciplines.

Strong bias towards action - can efficiently drive development projects to conclusion through proactive planning, extremely high attention to detail, and holding stakeholders accountable.

Design Focused – must have a passion for software design and solutioning.

Product geekiness – strong intellectual curiosity to understand products, how they work, and how they solve client problems.

Domain expert - Has a strong grasp of intricacies of user problems within the context of broader industry dynamics.

Sound business judgement – can focus on what’s important, synthesize complex information simply, and extract the most important insights.

Technical credibility – extremely high comfort with and aptitude for understanding how technology supports product, business, and client objectives.

Excellent verbal and written communication skills - can craft clear requirements and expertly communicate with technical and non-technical audiences.

VALUES (the “How”)

At Alegeus, equally important to the “What” (the individual performance goals that each employee commits to in support of the company’s overall success) is the “How” (the framework of principles that guide how we work together to drive our business forward). Overall performance success will also consider individual delivery on our corporate values :

People First. We pride ourselves in bringing talented people together and treating one another with care. This means we assume best intentions and trust and respect each other. We lift our colleagues up, celebrate diverse perspectives and accomplish more together.

Partner Powered. We are committed to empowering our partners, knowing our success is shared and we win as one. We take this connection to heart—it’s the spark that drives collaboration across teams and inspires us to continuously raise the bar with the products and services we deliver.

Always Advancing. We are driven by potential and relentlessly determined to achieve our goals. We thrive on the opportunity to get better every day and the thrill presented by new challenges. Our competitive edge lies in the clarity of our vision, confidence in the future and tenacity to deliver.

The above cited duties and responsibilities describe the general nature and level of work performed by an incumbent assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that a candidate may be expected or asked to perform.

BECAUSE WE CARE, WE OFFER :

A flexible work environment

Competitive salaries, paid vacation, and holidays

Robust professional development programs

Comprehensive health, wellness, and financial packages

SHARED AMBITION. INSPIRED FUTURE.

At Alegeus, our success is guided by our aligned vision and values—it is how we work together and collaborate to achieve our goals.

People First . We pride ourselves in bringing talented people together and treating one another with care.

Partner Powered . We are committed to empowering our partners, knowing our success is shared and we win as one.

Always Advancing . We are driven by potential and relentlessly determined to achieve our goals.

“I truly believe that people who are well-skilled and talented can go wherever they want in this company. We want to create the best place anyone has ever worked.” - Alegeus employee

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We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

At Alegeus, being transparent about our compensation philosophy and approach is more than just a legal requirement. As our organization continues to grow and evolve, we have made a commitment to ensure that our compensation framework is equitable, data-driven, consistent, and unbiased, with allowable pay differences based on factors unique to each candidate (think : skills, experience, qualifications, etc.) in order to attract and retain a highly talented and committed workforce.

We are taking an “inside-out” approach to pay transparency by first educating our valued managers and internal workforce and then moving to publishing compensation ranges externally. In the interim, if you are a California, Colorado, Connecticut, Maryland, Nevada, New Jersey, New York, Ohio or Washington resident and this role is physically available in your state or classified as remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email identifying the title of the role you are interested in and the state you reside in to