Master•Care, Inc. is a Managed Services Organization (MSO) created exclusively to bridge medical and non-medical services under California’s new CalAIM program. Enhanced Care Management, Housing Navigation, and Nursing Facility Transition are just a few services we provide.

This position requires a dedicated, versatile, technically skilled business professional. Must be extremely trustworthy and respectful of the boundaries of confidentiality. This position impacts IT infrastructure, data analytics, quality, compliance, onboarding, ongoing IT support, and process improvement across the organization. It requires excellent communication skills, knowledge of both software and hardware best practices, proficiency in Microsoft 365, strong attention to detail, ability to manage a ticketing platform, understanding and participation in project management initiatives, the ability to multitask in a fast-paced environment, and an upbeat, positive, “can-do” demeanor requisite of an effective support professional.

Technical/computer proficiency and the ability to learn new programs, either web-based or otherwise, are required.

Responsibilities include but are not limited to:

IT Support

• As new hires, terminations, and upgrades/maintenance dictate — manage, track, distribute, and retrieve all hardware as needed by the enterprise

• Provide support for special projects

• Ad Hoc Reporting and Analysis

  • Providing onboarding, ongoing and termination IT support; laptop set up, passwords/accounts set up, laptop maintenance, passwords/accounts maintenance, laptop shut-down, passwords/accounts shut-down
  • Providing ongoing IT support; chat, phone availability
  • Troubleshooting and correcting issues
  • Vulnerability testing
  • Website maintenance
  • Maintaining a professional, safe and clean work environment
  • Maintaining a positive, respectful and helpful attitude
  • Data & reporting projects as needed
  • Professional demeanor
  • Excellent organizational skills
  • Team player
  • Excellent oral and written communication skills
  • Exceedingly detail-oriented
  • Proficient with technology, database management, CRM, and other Office Products
  • Punctual, organized, and efficient
  • IT proficiency
  • Ability to communicate professionally
  • Able to work scheduled hours both remotely and in-office
  • Perform the physical aspect of this position including, but not limited to:
    • Sit and stand for long periods
    • Bend and reach
    • Speak on the telephone
    • Some travel may be required

• Preparation, distribution, tracking, and maintenance of all laptops and peripheral devices

• Set up and manage RingCentral accounts; reset passwords and manage access as required

• Set up and manage Office 365 accounts; reset passwords and manage access as required

• Manage annual PEN testing for vulnerabilities, report on vulnerabilities

• Manage frequent phishing tests and SPAM email monitoring, report on vulnerabilities

• Develop expertise with Care•Book; work with development team for ticket resolution, feature development, and overall support for enterprise team members

• Audit and maintain software licenses with an eye towards waste, redundancy, etc.

• Audit MasterCarePlan.com website and manage monthly updates

Requirements:

• Excellent computer skills
• Problem-solving: In this role, the employee will often have to interpret a problem and determine the best way to resolve it. This requires the use of critical thinking, as the employee may need additional information that isn’t provided to satisfy the team member
• Patience: The ability to work closely with Master•Care team members — especially as a remote support person — is a requirement. Patience is necessary. Often, team members won’t understand what is happening with their system and may not describe it properly. Patience will be required to develop an understanding of the problem and the ability to work toward a solution.
• Communication: Exceptional communication skills are required to ensure everyone understands the problem and potential solutions. The ability to listen, clearly re-state the situation, and walk team members through steps towards resolution are absolute requirements of this role.
• Proficient in software installation processes
• Ability to maintain orderly records and documentation and promptly complete paperwork as assigned.
• Understand the version control process.
• A keen eye for detail.
• Good accuracy skills.
• Strong analytical background.
• Strong written and verbal communication skills

All team members are responsible for upholding and supporting the Master•Care Mission, Brand Purpose, Core Values, and impeccable service quality.

Duties and Responsibilities: Specific duties include, but are not limited to:

• Problem-solving: IT Technicians often have to interpret a problem and determine the best way to resolve it. This requires the use of critical thinking, as the IT Tech may need additional information that isn’t provided in order to satisfy the customer or employee.

• Patience: IT Technicians work closely with their customers. Patience is necessary for this field. Often the clients don’t understand what is happening with their system and may not describe it properly. Patience will benefit the IT Tech in understanding the problem and working toward a solution.

• Communication: Communicating with clients, supervisors and staff helps everyone to understand the problem and potential solutions. Clearly stating the situation, following through with emails and phone calls and sharing resolutions will make the process flow smoothly.

• Endurance: Because IT Technicians can work long hours with complicated projects, the ability to stay focused on the objective is key. IT Techs may also be involved in the relocation of servers, hardware and peripherals that are important to the operation of the business.

Benefits

· Starting Pay: $28-30 per hour

· Medical, Dental, Vision, Life, 401K, and PTO

· All business mileage and expenses are reimbursed