• Oversee work performed by the high cost drug audit program to ensure accuracy • Undertake quality reviews of coding audits • Provide mentoring of staff in HCD program • Develop audit feedback sessions for auditors • Identify general training trends and requirements

• Verify caller enrollment status with Mercy Care Plan. • Collect and document accurate demographic information from members/callers, as well as from Mercy Care systems. • Confirm details such as whether members receive special assistance (applicable to members with serious mental illness). • Utilize the QuickBase database to complete intake forms, ensuring documentation of members' reasons for calling is thorough and precise. • Provide empathetic and compassionate support to all callers. • Assist with special projects as assigned.

• Provide 2nd line Service Desk support for client IT incidents and requests, to include but not limited to: - M365 and O365 Administration - Resolve basic virtual client issues including virtual and physical endpoints – ie. Citrix - PC hardware and software errors and issues - Desktop or related client hardware peripherals - Microsoft Azure related incidents and requests • Research, resolve, and respond to complicated technical Incidents received via phone calls, emails, and submitted requests in a timely manner following Standard Operating Procedures • Act as an escalation point for technical problems from junior analysts • Accept and log external and internal client calls • First Call Resolution - Execute first attempt to resolve the client call on first call • Perform administration and support of virtual and physical endpoints and systems using available system tools • Escalate incidents and requests to the appropriate technical team for additional troubleshooting and resolution • Track the progress of client incidents and requests during the entire lifecycle to ensure the issues are closed within the agreed Operation Level Agreement • Communicate, internally and externally, the status of the call directly with the client • Contribute to the Knowledge Base with updates to existing articles and generation of new articles • Assist with cross training of Service Desk team members as needed

Role Description Coretek is searching for a highly motivated Senior Service Desk Analyst to join as a key member of our Service Desk Team. The Senior Service Desk Analyst is responsible for providing advanced technical support, troubleshooting complex IT issues, and mentoring junior analysts. This role involves ensuring the efficient operation of IT services, resolving escalated incidents, and improving Service Desk processes. The candidate will be responsible for providing exceptional customer service to internal Coretek employees and external clients. Responsibilities - Provide 2nd line Service Desk support for client IT incidents and requests, to include but not limited to: - M365 and O365 Administration - Resolve basic virtual client issues including virtual and physical endpoints – ie. Citrix - PC hardware and software errors and issues - Desktop or related client hardware peripherals - Microsoft Azure related incidents and requests - Research, resolve, and respond to complicated technical incidents received via phone calls, emails, and submitted requests in a timely manner following Standard Operating Procedures - Act as an escalation point for technical problems from junior analysts - Accept and log external and internal client calls - First Call Resolution - Execute first attempt to resolve the client call on first call - Perform administration and support of virtual and physical endpoints and systems using available system tools - Escalate incidents and requests to the appropriate technical team for additional troubleshooting and resolution - Track the progress of client incidents and requests during the entire lifecycle to ensure the issues are closed within the agreed Operation Level Agreement - Communicate, internally and externally, the status of the call directly with the client - Contribute to the Knowledge Base with updates to existing articles and generation of new articles - Assist with cross training of Service Desk team members as needed Qualifications - 3-4 years working at a Service Desk in a medium-to-large operational environment supporting multiple clients and systems - Advanced understanding of the following operating systems: - Windows - MAC - Proficient knowledge of Active Directory tools and processes - Basic knowledge of networking frameworks - Network+, A+, or Security+, required - MS900 or AZ900 certifications are preferred - ITIL v4 Foundations certification required Shift - Hours - 7 p.m. - 7 a.m. - Alternating Weeks - Wednesday, Thursday, Friday, Saturday - Thursday, Friday, Saturday