• Provide remote technical support to end users for hardware, software, and connectivity issues. • Troubleshoot and resolve Microsoft 365 (Office 365) issues. • Administer basic user account management within Active Directory. • Support Wi-Fi connectivity, printer troubleshooting, and general desktop support. • Diagnose and resolve common PC and peripheral issues. • Deliver timely, professional, and customer-focused support while maintaining clear communication with users. • Escalate advanced networking, infrastructure, and high-level technical issues to the appropriate support teams. • Document support activities and follow established support processes.

• Support all lines of business via facilitating the process for utilization management requests for coverage, entering authorizations into the claims platform, and facilitating member and provider communications • Provides support to members enrolled in specialty management programs, including coordinating any needed prior authorization with the UM team, the fulfillment of the prescription with the specialty pharmacy partner, enrollment in patient assistance programs, and billing questions. • Coordinate with Pharmacy technicians, Pharmacists, and/or Medical Directors on UM activities • Make outbound calls to provider offices to obtain clinical information missing from UM submitted cases • Ensure cases are reviewed in accordance with State and/or Federal guidelines including turnaround time requirements • Participate in the quality review and inter-rater reliability processes • Provider call center: answer prescriber inquiries about the status UM requests • Ensures regulatory and privacy standards are consistently met.

• Handle a broad mix of 1st and 2nd line support requests • Diagnose, troubleshoot, and resolve issues across desktop hardware and software • Work with Microsoft 365, Intune, Azure Virtual Desktop (AVD), and other modern workplace technologies • Communicate clearly with users of varying technical confidence

• Provide advanced technical support for end users. • Troubleshoot hardware, software, networking, and cloud-related issues with an SLA in place. • Provide remote IT support and resolve incidents efficiently and following an SLA in place as well as an RCA. • Support and manage Microsoft 365 environments, including: Office 365 applications Microsoft Teams OneDrive Exchange Online User accounts and permissions • Assist with Azure Portal administration and troubleshooting. • Manage user access, licenses, and security configurations. • Document incidents, solutions, and technical procedures. • Support IT projects, migrations, and technology improvements. • Configure and support domains, IP's, virtual cloud environments (VPS), hosting environments.