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IT Services Specialist II, Service Desk
Who we are
Founded in 1999 and headquartered in Central Ohio, we’re a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®.
We’re committed to building diverse and inclusive teams – more than 2,000 of us and counting – so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.
About the role
The IT Services Specialist II will work independently with general supervision to provide in-depth customer service, end-user desktop support and technical guidance for internal employees and some support for external users of customer/client facing Web sites and services. This Specialist will interact and collaborate with IT Operations, IT Engineering, and business users regularly to help resolve or escalate issues.
Location: This position is located at our Dublin, OH campus.
What you’ll do (Essential Responsibilities)
- General troubleshooting and support of company computers, peripherals, and phones by answering users’ questions and resolving issues via telephone, remote sessions or in-person visits.
- Ticket creation and complex problem resolution based on monitoring ticketing system and answering support calls. Tracking and documenting ticket progress and resolution within ticket tracking system.
- Troubleshooting and maintaining hardware and software required for day-to-day operations.
- Provide IT support for projects.
- Replacing and testing hardware and software at user’s desk in office.
- Systems administration including user account creation and maintenance for all end-user services, internal and external.
- Contribute to team’s technical knowledge base; creating new and maintaining existing documentation.
- User administration in various telecommunication systems for daily operations of business.
- All other duties as assigned.
What you’ll bring (Qualifications)
- Education: Bachelor’s degree in computer science or related field preferred, or equivalent work experience.
- Certifications: CompTIA A+, CompTIA N+, Cisco, MCP, MCSE or equivalent.
- Computer skills: Systems analysis; Microsoft Office applications, Office 365, Windows 11 OS, iOS and Android OS.
- 2 or more years’ experience working with PC hardware and software for installation and advanced support.
- 1 or more years’ experience demonstrating strong customer service and organizational skills.
- Demonstrated ability to interact in a positive, respectful manner, Living Quantum Health’s Core Values.
- Ability to work independently and self-direct with limited need for day-to-day supervision.
- Ability to effectively organize, prioritize tasks; multi-task and manage time.
- Ability to lift 50 pounds.
- A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health’s policies, values and ethics, and to protecting the sensitive data entrusted to us.
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