Desktop Support Associate

About Us 

Zelis is modernizing the healthcare financial experience in the United States (U.S.) across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.

Why We Do What We Do 

In the U.S., consumers, payers, and providers face significant challenges throughout the healthcare financial journey. Zelis helps streamline the process by offering solutions that improve transparency, efficiency, and communication among all parties involved. By addressing the obstacles that patients face in accessing care, navigating the intricacies of insurance claims, and the logistical challenges healthcare providers encounter with processing payments, Zelis aims to create a more seamless and effective healthcare financial system.

Zelis India plays a crucial role in this mission by supporting various initiatives that enhance the healthcare financial experience. The local team contributes to the development and implementation of innovative solutions, ensuring that technology and processes are optimized for efficiency and effectiveness. Beyond operational expertise, Zelis India cultivates a collaborative work culture, leadership development, and global exposure, creating a dynamic environment for professional growth. With hybrid work flexibility, comprehensive healthcare benefits, financial wellness programs, and cultural celebrations, we foster a holistic workplace experience. Additionally, the team plays a vital role in maintaining high standards of service delivery and contributes to Zelis’ award-winning culture. 

Position Overview

The Desktop Support Associate is responsible for providing technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, network, and system-related issues. This role supports desktops, laptops, printers, mobile devices, operating systems, business applications, and other IT equipment to ensure smooth day-to-day operations. The Desktop Support Engineer also assists with system installations on-hands, on-feet support, user account setup, device configuration, asset management, incident resolution, and adherence to IT service standards. The ideal candidate should have strong problem-solving skills, customer service orientation, and the ability to work effectively in a fast-paced technical support environment.

Experience Required: 2–3 Years
Department: IT Support
Employment Type: Full-Time
Role Level: L2 Desktop Support

Job Summary

We are looking for a Desktop Support Engineer with 2–3 years of hands-on experience in supporting end-user computing environments. The candidate will be responsible for providing technical support for Windows and Mac systems, imaging laptops, setting up new user workstations, handling onboarding and offboarding requests, and managing the complete IT asset lifecycle.

The ideal candidate should have strong troubleshooting skills, good knowledge of desktop and laptop hardware, experience with operating system deployment, and the ability to support users in a fast-paced IT environment.

Key Responsibilities

Desktop, Laptop, and End-User Support

Provide day-to-day technical support for desktops, laptops, printers, scanners, monitors, docking stations, mobile devices, and other IT peripherals.

Troubleshoot and resolve hardware, software, operating system, network connectivity, VPN, Wi-Fi, printer, and application-related issues.

Support users through onsite assistance, remote support tools, email, phone, and ticketing systems.

Ensure incidents and service requests are resolved within defined SLA timelines.

Windows and Mac Support

• Provide support for both Windows and macOS devices.
• Troubleshoot Windows 11 and macOS-related issues, including login problems, system performance, application errors, OS updates, drivers, permissions, and user profile issues.
• Configure and support Microsoft Office / Microsoft 365, Outlook, Teams, browsers, VPN clients, endpoint security tools, and business applications.
• Assist users with basic MacBook setup, configuration, software installation, and troubleshooting.

Laptop Imaging and System Deployment

• Perform laptop and desktop imaging, configuration, and deployment for new hires, replacement devices, and hardware refresh activities.
• Install and configure operating systems, drivers, security tools, standard applications, and required business software.
• Experience with imaging and deployment tools such as SCCM, Microsoft Intune, Autopilot, MDT, JAMF, or similar tools is preferred.
• Ensure all devices are built according to company standards before being handed over to users.

New User Workstation Setup

• Set up complete workstations for new users, including laptops or desktops, monitors, docking stations, keyboards, mice, headsets, printers, and required accessories.
• Configure user profiles, email, VPN, Wi-Fi, mapped drives, printers, collaboration tools, and business applications.
• Ensure the workstation is fully functional before the user’s start date or scheduled handover.
• Provide basic orientation to users on accessing systems, applications, and IT support channels.

Onboarding and Offboarding Support

• Handle end-to-end IT onboarding requests for new employees, contractors, and consultants.
• Prepare, image, configure, and assign laptops and accessories for new users.
• Coordinate with HR, facilities, security, and other IT teams to ensure smooth onboarding.
• Support offboarding activities by collecting IT assets, disabling access as per process, backing up or transferring data where required, and ensuring devices are wiped or reimaged for reuse.
• Maintain proper documentation for asset assignment, return, and closure of onboarding/offboarding requests.

Asset Management Lifecycle

• Perform end-to-end IT asset management activities, including receiving, tagging, inventory updates, allocation, movement, recovery, repair tracking, refresh, disposal, and audit support.
• Maintain accurate records of laptops, desktops, monitors, docking stations, accessories, and other IT equipment.
• Track asset assignment and return during onboarding, offboarding, replacement, and hardware refresh processes.
• Ensure asset data is updated in asset management tools, ticketing systems, or inventory trackers.
• Assist with periodic physical asset verification and reconciliation.

Active Directory and Access Support

• Perform basic Active Directory tasks such as user account checks, password resets, account unlocks, group membership validation, and login troubleshooting.
• Coordinate with identity and access management teams for access provisioning or escalations.
• Support user access setup for standard business applications as per approved requests.

Ticketing and Documentation

• Log, update, track, and close incidents and service requests using ticketing tools such as ITSM tool.
• Maintain clear ticket notes, troubleshooting steps, user communication, and resolution details.
• Create and update standard operating procedures, knowledge base articles, and troubleshooting guides.
• Escalate unresolved or complex issues to the appropriate IT team while ensuring proper follow-up.

Required Skills

• 2–3 years of experience in desktop support, IT helpdesk, or end-user computing support
• Hands-on experience supporting Windows and Mac devices
• Experience in laptop imaging, configuration, and deployment
• Good knowledge of Windows 11 and macOS troubleshooting
• Experience setting up new user workstations
• Experience handling onboarding and offboarding IT requests
• Knowledge of end-to-end IT asset lifecycle management
• Basic understanding of Active Directory
• Experience with Microsoft Office / Microsoft 365, Outlook, Teams, VPN, and endpoint security tools
• Basic networking knowledge, including TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN
• Experience with printers, scanners, docking stations, monitors, and other peripherals
• Familiarity with ticketing and asset management tools
• Strong documentation and communication skills

Preferred Skills

• Experience with SCCM, Intune, Autopilot, MDT, JAMF, or similar deployment tools
• Knowledge of ITIL-based incident and service request, Asset management
• Experience working in a corporate IT support environment
• Basic knowledge of endpoint management and security compliance
• Certifications such as ITIL Foundation, or Microsoft certifications would be an added advantage

Required Qualifications

• Bachelor’s degree, diploma, or equivalent qualification in Computer Science, Information Technology, or a related field.
• 2–3 years of relevant experience in desktop support, technical support, IT helpdesk, or end-user support roles.

Soft Skills

• Strong communication and interpersonal skills.
• Customer-focused attitude with the ability to support users professionally.
• Good problem-solving and analytical skills.
• Ability to prioritize multiple tickets and tasks.
• Ability to work independently and as part of a team.
• Willingness to learn new tools, technologies, and support processes.

Commitment to Diversity, Equity, Inclusion, and Belonging

At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability and require reasonable accommodation with any part of the application and/or interview process, please email [email protected].