IT Support Specialist
Remote
Full Time
Mid Level
Overview:
J29 is an employee centered healthcare management consulting company that specializes in processing, reviewing, and analyzing medical claims, records, disputes, and audits. Established in 2017, J29 prides itself on its employee centric culture and high employee retention rates that allow us to ensure that we are creating a working environment that prioritizes the employee experience. Our team brings corporate performance that stretches to various areas where we can provide our clinical, healthcare policy, and compliance expertise through our support to health and human service programs at the State, Federal, and Commercial levels.
J29’s IT Support Specialist will be responsible for providing exceptional customer service on IT needs to J29 employees or contractors. Secondarily, this role will support onboarding, offboarding, training, ticket support, and asset management functions associated with serving on a help desk. This position will report directly to the Director of Business Operations, with additional oversight by J29’s Vice President of Programs & Delivery. J29’s team of 275+ employees support health and human service missions at the commercial, State, and Federal levels that involve various operational needs to empower our work – including, technology, infrastructure, administratively, financially, and process improvement functions.
Duties:
Experience:
Education:
J29, Inc. is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. J29, Inc. is a proud Veteran friendly employer.
J29 is an employee centered healthcare management consulting company that specializes in processing, reviewing, and analyzing medical claims, records, disputes, and audits. Established in 2017, J29 prides itself on its employee centric culture and high employee retention rates that allow us to ensure that we are creating a working environment that prioritizes the employee experience. Our team brings corporate performance that stretches to various areas where we can provide our clinical, healthcare policy, and compliance expertise through our support to health and human service programs at the State, Federal, and Commercial levels.
J29’s IT Support Specialist will be responsible for providing exceptional customer service on IT needs to J29 employees or contractors. Secondarily, this role will support onboarding, offboarding, training, ticket support, and asset management functions associated with serving on a help desk. This position will report directly to the Director of Business Operations, with additional oversight by J29’s Vice President of Programs & Delivery. J29’s team of 275+ employees support health and human service missions at the commercial, State, and Federal levels that involve various operational needs to empower our work – including, technology, infrastructure, administratively, financially, and process improvement functions.
Duties:
- Customer Service
- Provide exceptional customer service and thorough engagement to J29 employees, and J29 contractors.
- Responsible for timely and respectful communication to all J29 personnel, including timely responses on all inquiries to IT team.
- Onboarding & Offboarding Support
- Support onboarding and offboarding IT tasks involving J29 systems, equipment, or personnel using such tools – including account creation, imaging, login support, equipment ordering, and 1:1 training
- Set up user accounts, permissions, and access to J29 systems, including but not limited to: Microsoft Office 365 applications, JIRA, and other low-code, no-code applications.
- Conduct small group, or 1:1 IT training on hardware and software use for all new hire employees or contractors, ensuring that their experience is exceptional
- Support offboarding processes, including equipment recovery and account deactivation.
- Ticket Support
- Provide quick response to, and ultimate resolution or escalation, of Level 1 IT help desk tickets related to hardware, software, and system access.
- Escalate complex issues to Tier 2/3 support when necessary, ensuring that communication is properly shared to employee and other stakeholders.
- Responsible for maintaining communication in ticketing system and with management on Key Performance Indicators (KPIs) related to IT support.
- Training
- Use judgement to lead IT trainings for individual or small groups of J29 employees on consistent issues, or areas that candidates feels training would be valuable.
- Maintain accurate documentation of support procedures and resolutions, including training materials.
- Ensure, no less than once a month, that an IT training has taken place in either a small group, 1:1, or larger corporate basis
- Asset Management
- Provide asset management control and ownership over allocated equipment and licenses, ensuring that equipment and licenses are properly allocated and not necessarily paid.
- Report on findings to Director of Business Operations for areas of overspent asset purchases.
Experience:
- At least 2+ years of experience in a Microsoft-based help desk environment with a small to medium sized organization.
- 1+ years of experience planning, creating, and conducting IT trainings for staff of prior employer, in either small or large group setting.
- Proficiency with Microsoft Office 365 applications and user administration.
- Familiarity with JIRA, Pega, ServiceNow or similar enterprise systems.
- Strong troubleshooting skills for both hardware and software issues, with adequate close rate on assigned help desk tickets.
- Excellent communication and customer service skills, with experience serving employees of an internal organizations.
- Ability to work independently and manage multiple priorities in a remote setting, including some priorities that involve in-person support in Millersville, MD.
Education:
- Required: High School Diploma
- Preferred: Associate’s Degree from a relevant field of study (Computer Science, Information Technology)
- CompTIA A+ or similar IT support certification
J29, Inc. is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. J29, Inc. is a proud Veteran friendly employer.
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