IT Support Technician

🔥 4 hours ago

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GoHealth Urgent Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

⚕️ Healthcare Insurance

📡 Telecommunications

Healthcare Insurance • Healthcare • Telecommunications

GoHealth Urgent Care is a healthcare provider that offers on-demand urgent care services both in-person and virtually. Patients can book virtual visits for various health concerns ranging from allergies to injuries, as well as access physical centers across multiple states. GoHealth aims to increase access to quality healthcare while ensuring a convenient, efficient, and compassionate experience for all patients.

📋 Description

• Serve as the first point of contact for IT issues reported via phone, email, or ticketing system. • Perform basic troubleshooting for hardware, software, network, and connectivity issues. • Provide support for password resets, basic software configurations, and setup assistance. • Assist users in navigating systems, applications, and basic IT functionality. • Install and support standard software applications. • Assist with basic setup and configuration of computers, peripherals, and mobile devices. • Manage basic user account tasks such as account creation, password resets, and access provisioning within predefined limits. • Monitor IT systems and report issues such as downtimes or outages to appropriate teams. • Log all incoming support requests in Zendesk, ensuring accurate details and timely responses. • Prioritize and categorize tickets based on severity and SLA guidelines. • Escalate unresolved or complex issues to Tier 2 or other teams with clear documentation. • Record and report recurring issues or trends to Tier 2 or management for further investigation. • Follow knowledge base articles and SOPs to ensure consistent and accurate support. • Document common issues and resolutions to contribute to the knowledge base. • Provide feedback on documentation to keep resources current and relevant. • Maintain a professional and customer-focused approach when assisting users. • Communicate clearly and effectively across multiple channels (in-person, phone, Teams, etc.) • Keep users informed on the status of their requests and expected resolution times. • Conduct follow-up communications to confirm issue resolution and user satisfaction. • Provide easy-to-understand solutions and guidance on IT policies and best practices. • Follow all IT policies, SLAs, and protocols during support activities. • Adhere to security and confidentiality standards when accessing or handling sensitive information. • Track equipment check-ins and check-outs to support inventory control.

🎯 Requirements

• Associate’s degree in Computer Science or related field. • 1+ years of related IT Technical Support • Experience with IT support ticket systems such as Zendesk • Customer Service experience (phone calls, video and customer-facing in person) • Experience with Windows 10 and later • Preferred licenses or certifications: Azure Fundamentals (AZ-900), Microsoft 365 Fundamentals (MS-900), CompTIA A+, CompTIA Network+, CompTIA Security+, Apple Certifications • 2+ years of IT tech support experience • Familiarity and experience with healthcare regulatory compliance and reporting bodies (HIPAA, JACHO, etc.)

🏖️ Benefits

• Schedule may vary based on business needs, including adjustments to assigned shifts, hours, or days worked. • Tasks may be conducted within a climate-controlled office setting. • Reasonable accommodations are available for qualified individuals with disabilities upon request.