Senior Help Desk Technician

🕒 Yesterday

🇺🇸 United States – Remote

💵 $30 - $35 / hour

⏰ Full Time

🟠 Senior

💻 IT Support

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Marathon Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

🤝 B2B

🧘 Wellness

💰 Private Equity Round - Marathon Health on 2019-10

B2B • Wellness

Marathon Health is a healthcare services company that provides personalized, employer-focused advanced primary care and occupational health solutions. They operate onsite and nearsite health centers, network health centers, and virtual primary care and behavioral health services, and offer population health management, medication management, and lifestyle coaching to improve outcomes and lower employer healthcare costs. Marathon Health partners with employers, unions, and health plans to tailor care models that increase engagement, reduce ER and inpatient utilization, and deliver measurable ROI.

📋 Description

• Diagnosing and resolving advanced technical issues across multiple platforms and environments, including computers, servers, peripherals, and network components. • Acting as a technical lead for escalated support cases, ensuring timely resolution and root cause. • Collaborating with Tier 1 technicians to provide guidance, mentoring, and knowledge sharing. • Documenting solutions and contributing to the knowledge base to improve team efficiency and reduce repeat incidents. • Coordinating with other Technology teams (e.g., infrastructure, clinical application support, Security) to resolve cross-functional issues. • Meet or exceed required Service Level Agreements for issue resolution • Participate in After-Hours On-Call Rotation • Strict adherence to all IT Policies and Procedures (including HIPAA, PCI Compliance, and Hi Trust)

🎯 Requirements

• Associate's Degree in Information Technology and a minimum of 5 years’ experience in technical support, help desk operations, IT service management, or equivalent combination of education and experience. • Familiarity with incident tracking systems and ticketing platforms (e.g., Freshservice, ADO, or Jira). • Proven ability to troubleshoot hardware, software, and network issues in a corporate or enterprise environment. • CompTIA A + and or Network + - Preferred. • Background in ITIL practices – especially incident management • Industry experiences supporting a healthcare environment • Experience training or mentoring junior IT staff • Experience working in a customer-facing role, providing technical assistance and resolving user issues. • Demonstrates strong organizational skills with the ability to manage multiple high-priority tasks under pressure while maintaining service level agreements and response times. • Works independently with minimal supervision, while also contributing effectively to team-based troubleshooting and knowledge sharing. • Communicates technical concepts clearly and professionally across all levels of the organization, both verbally and in writing, including documentation and user guidance. • Accurately distinguishes between Tier 1 and Tier 2 issues, applying sound judgment to escalate appropriately and ensure timely resolution of complex incidents. • Self-driven to explore new technologies, tools, and methodologies that enhance support capabilities and align with evolving business needs.

🏖️ Benefits

• FREE Marathon Health services for you and your family, which provides unlimited, free primary care, routine labs, select prescriptions, vaccinations, and virtual mental health care for you and your family so that our teammates can do their best work and build better healthcare • Comprehensive Health & Wellness Benefits: Choice of 2 medical plans, 2 dental plans, and vision coverage, unlimited free mental health benefits and EAP resources, Rewards for challenges and healthy lifestyle activities • Family Friendly & Reproductive Health Benefits: Family-building and hormonal health benefits and paid parental leave • Time-Based Benefits: Generous PTO or FTO, Paid Holidays + A Day for What Matters • Financial Support: Company paid Basic Life and Disability insurance, Supplemental Life, Spending Accounts, 401(k) with employer match and graded vesting • Continuing Medical Education (CME) for maintaining and strengthening the knowledge, skills, and expertise of our health center teammates, as applicable