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almacenista

GetWellNetwork

almacenista

Bethesda, MD
Paid
  • Responsibilities

    REPORTING TO: Director, IT

     

    OPPORTUNITY:

    The IT Support Help Desk Specialist will own management of IT support tickets which includes escalation and delegation of those tickets through our JIRA Service Desk system. This individual will help answer questions and solve problems related to internal applications and hardware for GetWellNetwork employees, both in-person and over the phone. The IT Support Specialist will also develop and maintain IT support records in order to analyze ticket patterns and metrics with the goal of increasing team efficiency and identifying areas for automation or self-service.

    GetWellNetwork’s IT team supports a mixed environment with Windows and an ever-increasing two-thirds with Mac iOS. We utilize the full Google Suite of products business edition.

    This position will be based out of our Bethesda, MD office.

     

    RESPONSIBILITIES:

    • Acting as the main point-of-contact for managing and resolving IT support tickets, as required with root cause analysis
    • Evaluate emerging technology related to ticket trends
    • Develop and maintain support documentation for future ease of resolution
    • Support AV needs for onsite conference rooms and meetings
    • Support new hire employee orientations
    • Examine ticket metrics through JIRA Service Desk reports and other means
    • Perform add/modify/delete of user profiles and accounts
    • Manage Google Suite for Gmail, distribution lists and calendar administration
    • Support configuration and management of Crashplan backup software
    • Support ESET antivirus scanning
    • Perform other duties and special projects as required

     

    ABOUT YOU:

    • Experience working collaboratively with other groups within the technology organization, including security and DevOps
    • Strong technical aptitude
    • Analytical with excellent problem-solving abilities and creative resolution skills
    • Excellent troubleshooting and research skills
    • Strong communication skills
    • Ability to build relationships and collaborate with employees at all levels
    • Excellent consultative, analytical, and problem-solving skills
    • Ability to be flexible to change in a dynamic environment
    • Willingness to improve skills and stay up-to-date as technologies and methodologies change
    • Ability to work independently while supporting multiple projects and deadlines

     

    REQUIREMENTS:

    • 2+ years with a ticketing system, such as JIRA Service Desk
    • Experience with Mac computers in an enterprise environment
    • Pro-active mindset with a focus on constant improvement 
    • Strong technical problem-solving skills
    • Ability to take ownership of issues and know when to escalate or delegate
    • Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations.

     

    EVEN BETTER:

    • Experience with ManageEngine's Desktop Central, Jamf or similar endpoint management solution
    • Experience with Windows Desktop Management and/or Windows Server Management
    • Microsoft O365
    • Scripting in Bash or Python
    • JAMF or ManageEngine

     

    ABOUT GETWELLNETWORK:

    GetWellNetwork® is the Precision Engagement™ healthcare company. Our solutions engage patients and families, empower clinicians and deliver outcomes that matter. From inpatient to outpatient, to physician practices and urgent care clinics, to patients on the go, GetWellNetwork offers the only cross-continuum platform that performs across every care setting. 

    With more than 300+ employees across the U.S., GetWellNetwork is dedicated to changing the lives of millions of patients and families every year. If you're passionate about working in a high-growth, dynamic and innovative environment that is changing an industry, then we want to hear from you! 

    GetWellNetwork is an Equal Opportunity Employer.

    Required Skills Required Experience