Job Summary

Senior Helpdesk Administrator

  • Location:
    Englewood, Colorado
  • Job reference:
  • Category:
    Help Desk/Technical Support
  • Contract Type:

Are you interested in working for the #1 Healthcare company in America?
Are you authorized to work in the U.S. without sponsorship?  (We are unable to work C2C all employees must work W2).
This individual will be responsible for answering technical questions, troubleshooting, resolving users’ issues. This individual should have requisite experience in meeting and exceeding customer SLAs.
- Respond to technical support questions and issues from Members, Prospective Members, Brokers, Employers, and Customers using the companies website that have been escalated to CEM from the Tier 1 Call Center or internal Helpdesk.
- Troubleshoot technical problems that users encounter while using the companies
- website, provide user account maintenance, and supply solutions derived through research and troubleshooting.
- Communicate professionally with members, brokers, employers, customers, users, and co-workers as well as track/update information in the Call Tracking Systems (Remedy).
- Collaborate with technical staff, both internally and externally to resolve outstanding issues.
- Train New Hires when needed
Skills and Experience
- A college degree is preferred and minimum of 6+ months of Information Technology experience or related work experience.
- 1 - 2+ years of experience in a customer facing role, preferably in a Technical Customer Support type of position.
Technical Skills:
- Experience with Web browser technologies (IE, Firefox, Safari, etc.) and the Internet as well as Microsoft Office Suite, Microsoft Windows (XP, 7, 8, etc.), and email clients (Lotus Notes, Outlook, etc.) a must.
- Excellent troubleshooting skills.
Performance Skills:
- Must have a passion for providing excellent customer support to all types of customers as well as impeccable verbal and written communication skills.
- Must possess organizational proficiencies to multitask and work in a fast-paced environment with minimum supervision.
- Must be a team player and have the ability to interact with multiple levels of personnel within the organization.
- Must be highly motivated, self-starting, and committed to achieving results and have a strong sense of ownership and follow-through to resolution.
- Must have strong problem solving skills and be able to come up with creative and flexible solutions.
Top 3 - 5 Daily responsibilities
- Respond to member problem reports
- Respond to member emails
- Diagnose member issues
- Update problem tracking system
- Train New Hires (when needed)
Top 3 - 5 Required Skills
- Basic understanding of web technology
- Strong listening skills
- Patient and clear oral communication
- Clear written communication
Desired skills
- HP Chats
- Remedy
If you feel that you are a great match for this opportunity, please apply to the website or email me your resume to bryan.ferraro @  I will be reaching out to applicants this weekend.  11/17
"In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire."

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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