Service Desk Administrator 2

Description

From intake to outcomes, CareMetx is dedicated to delivering industry-leading patient access solutions and support services that help patients quickly start and stay on specialty therapy treatments. We provide scalable, efficient digital hub services for pharmaceutical companies and healthcare providers, streamlining workflows with seamless integration for patient enrollment, consent, and prior authorization. Our best-in-class patient support services enhance every step of care, connecting patients, providers, and brands to drive better outcomes and accelerate time-to-therapy.

JOB TITLE: Service Desk Admin II (Hybrid)

POSITION SUMMARY:

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. This position is hybrid; some remote and some in office hours are required. The amount of time in the office may increase overtime if in office activities increase.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Serving as the first point of contact for customers seeking technical assistance over the phone or email.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions. Local IT support for remote sites.
• Take lead on IT projects.
• Process Improvement
• Serves as a first-line resource for the team for technical related processes, communications, and follow-up requests.
• Suggest methods to improve operations, efficiency, and service to our internal and external clients.
• Local vendor liaison.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Perform employee onboarding IT functions for new employees and contractors including setting up user accounts and computer logins, establishing email addresses, phone system logins, and distributing computer and other equipment. Support the corporate onboarding and orientation processes.
• Responding to queries on the phone, via email, in person, or through remote access.
• Create work instructions. Create technical documentation to include, but not limited to: Knowledgebase Articles, Work Instructions and User Guides.
• Call Center/Phone administration and end to end troubleshooting.
• Train computer users. Train users on the use and best practices of using hardware and software.
• Order hardware and Software. Order and receive hardware to corporate offices or employees home offices.
• Maintain daily performance of computer systems. (patches, virus protection, performance).
• Respond to helpdesk tickets for customers seeking help. Manage service desk tickets through the ticket life cycle.
• Ask questions to determine the nature of the problem.
• Walk customer through problem-solving process. Work with hardware and software vendors on troubleshooting end point system issues.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Collaborate with IT Systems Engineers on projects and managing corporate system
• Install computer peripherals for users.
• Follow up with customers to ensure the issue has been resolved and update customer status and information.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.
• Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Direct unresolved issues to the next level of support personnel
• Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled.
• Performs other related duties as assigned.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Associate degree in computer science/MIS or a similar technical field is preferred.
• 4+ years’ experience providing end-user support for PC desktop and application software and installing, upgrading, troubleshooting and repairing personal computers. 

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Ability to administer and support all versions of Microsoft Desktop OS and support a wide variety of end user hardware and peripherals.
• Project Management.
• Detail oriented with excellent technical, verbal, and written communication skills.
• Strong problem-solving skills.
• Ability to work well under pressure.
• Customer service focus.
• Knowledge of desktop and server operating systems (Windows 10) (Server 2008 and 2012).
• Knowledge of Microsoft Office tools and Office 365.
• Strong written and oral communication.
• Strong interpersonal and relationship building skills.
• Ability to lift and/or move equipment (10 to 50 lbs).
• MS Office 365 administration and/or Google Business Suite.
• Knowledge and experience troubleshooting basic networking equipment (routers, switches, wireless access points).

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit.
• The employee must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

SCHEDULE:

• Must be flexible on schedule and hours. Operational hours are 8:00 am – 8:00 pm
• Must be available with notice to support in person tasks.
• Some Travel may be required. 
• 2 days minimum in the office required. 

CareMetx considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.

At CareMetx we work hard, we believe in what we do, and we want to be a company that does right by our employees. Our niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services.

CareMetx is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.

Artificial Intelligence in Our Recruiting and Employment Process

CareMetx uses artificial intelligence and automated decision-making technology to support parts of our recruiting, hiring, and employment process, including screening applications, scheduling interviews, and evaluating candidate qualifications. These tools support, not replace, human judgment. A qualified member of our team reviews and makes all final hiring and employment decisions.

CareMetx does not develop or use AI tools with the intent to discriminate against applicants or employees on the basis of race, color, religion, sex, age, sexual orientation, national origin, disability, veteran status, or any other protected characteristic.