Associate IT Operations Analyst

The Cohere IT team administers systems with a holistic approach and is responsible for the study, design, development, implementation, support, and management of telecommunications and computer-based information systems and software. Providing support to our colleagues who utilize Cohere Health systems in their day-to-day responsibilities and operations is a key function of the IT team.It is our aim to ensure a friendly working environment while scaling solutions to provide secure and efficient technology to all Cohere employees. IT is the backbone of our business, the underlying structure that reinforces Cohere’s growth, and propels this world-class organization to perform at the highest levels.The Cohere IT team is currently seeking an Information Systems Specialist to be part of the day-to-day frontline that provides, supports, and maintains the availability of services and infrastructure within the company’s corporate environment.Desktop Support Technicians are responsible for learning, maintaining, and documenting information pertaining to systems, software, applications, and processes used across the organization. All internal support requests are their responsibility to respond to or escalate to Systems Administrators, as necessary.Last but not least: The ideal candidate will thrive in a fast-paced startup with the ability to wear many hats while prioritizing customer focus. People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

• Work within Cohere’s established standards, procedures and guidelines in delivering service to staff

• Fulfill service requests in a highly customer-service oriented manner

• Monitor, respond to, and escalate service issues in a timely manner

• Follow proper ticketing procedures and best practices

• Use customer service KPI metrics (ex: first response time, time to resolution, etc.) to achieve goals and improve support performance

• Improve existing and develop new documentation for systems and services

• Participate in training to develop and maintain knowledge in existing and new technologies

• Assist with inventory management and asset tracking

• Support a remote call center environment

• Support Systems Administrators with day-to-day activities and projects

• Work with Project Managers to provide technical knowledge and assistance

• Package and ship IT equipment to assist in onboarding new employees

• Work cross functionally with all departments to assist with IT issues as well as build out systems functionality

• Communicate complex technical solutions to all levels of management

• Provide integration support for the development and implementation of Enterprise architectures to meet new and evolving client requirements

• Process onboarding and offboarding of users to various systems, streamlining and documenting existing workflows. ISMS roles and responsibilities( Entry to 5 yrs)

• Fair understanding of Information Security practices.

• Align to the organization policies and procedures.

• Ensure to get updated with ISMS roles as assigned by the department/process heads.

Background

• 2-3 years Mac & PC desktop support experience in a fast-paced environment [university or professional]

• MCP or A+