Senior Help Desk Technician

🕒 5 days ago

🇺🇸 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

💼 Consulting

📦 Logistics

🛡️ Insurance

💰 Private Equity Round - Marathon Health on 2019-10

Consulting • Logistics • Insurance

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

• Diagnose and resolve advanced technical issues across computers, servers, peripherals, network components, and multiple platforms and environments • Act as technical lead for escalated support cases, ensuring timely resolution and root-cause identification • Collaborate with Tier 1 technicians by providing guidance, mentoring, and knowledge sharing • Document solutions and contribute to the knowledge base to improve team efficiency and reduce repeat incidents • Coordinate with infrastructure, clinical application support, Security, and other Technology teams on cross-functional issues • Meet or exceed required Service Level Agreements for issue resolution • Participate in the after-hours on-call rotation • Follow IT policies and procedures, including HIPAA, PCI Compliance, and Hi Trust requirements

🎯 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, such as 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 experience supporting a healthcare environment • Experience training or mentoring junior IT staff • Experience in a customer-facing role providing technical assistance and resolving user issues • Strong organizational skills and ability to manage multiple high-priority tasks under pressure while maintaining service level agreements and response times • Ability to work independently with minimal supervision and contribute to team-based troubleshooting and knowledge sharing • Ability to communicate technical concepts clearly and professionally across all organizational levels, verbally and in writing • Ability to distinguish between Tier 1 and Tier 2 issues and escalate appropriately • Self-driven interest in new technologies, tools, and methodologies that enhance support capabilities

🏖️ Benefits

• FREE Marathon Health services for you and your family, including unlimited free primary care, routine labs, select prescriptions, vaccinations, and virtual mental health care • Choice of 2 medical plans • 2 dental plans • Vision coverage • Unlimited free mental health benefits and EAP resources • Rewards for challenges and healthy lifestyle activities • Family-building and hormonal health benefits • Paid parental leave • Generous PTO or FTO • Paid holidays + a day for what matters • Company-paid basic life and disability insurance • Supplemental life insurance • Spending accounts • 401(k) with employer match and graded vesting