Helpdesk Technician

Marathon Health; United States; On-site; USD 33,000 - 41,000; Full time

Job summary

Marathon Health is seeking a first-level IT support professional to act as the initial contact for hardware, software, networks, and telephony issues. You will assist users via phone, chat, and ticketing systems, resolve or escalate requests, and ensure timely communication on status and resolution.

The role requires an Associate’s Degree in IT and 2+ years of help desk experience, with strong knowledge of Windows OS, Microsoft 365, and Active Directory.

Qualifications

• Associate’s Degree in IT and 2+ years’ experience in a help desk or similar role.
• Experience administering Windows operating systems and Office products.
• Strong communication and problem-solving skills.

Responsibilities

• Act as the initial point of contact for technical support via phone, chat, and ticketing systems.
• Deliver first-level support for computer hardware, software, networks, telephony, and peripherals.
• Manage user accounts, including password resets and permissions.
• Diagnose and resolve issues remotely and escalate when needed.
• Meet SLAs and maintain HIPAA, PCI, Hi Trust compliance.

Skills

Help desk experience

Windows OS

Active Directory

Microsoft 365

TCP/IP

Windows Server

Customer service

Remote work experience

Education

Associate’s Degree in Information Technology

Tools

CompTIA A+ / Network+ certification

Job description

Marathon Health is a leading advanced primary care provider, partnering with employer and union plan sponsors to improve health for millions of Americans. With nationwide onsite, nearsite, and network health centers, and virtual primary care, Marathon delivers a value-based model that enhances the healthcare experience for members and providers, while driving meaningful cost savings for plan sponsors. Marathon is proud to be certified as a Great Place to Work®, reflecting the company's commitment to building an inclusive, high-trust culture where all employees can thrive. Learn more at marathon.health

About The Job

This position will provide first level technical support for hardware, applications, operating systems and networking. This role will focus on being the first responder for all incidents and service requests submitted, ensuring they are resolved, routed, or escalated; while providing clear communication to the ticket submitter on status and resolution.

Essential Duties & Responsibilities

• Act as the initial point of contact for technical support, assisting users via phone, chat, and ticketing systems. Ensure all requests are promptly resolved, appropriately routed, or escalated as needed for timely resolution.
• Deliver technical support for computer hardware, software, networks, telephony systems, and peripherals.
• Manage user accounts, including password resets, permissions, and group assignments, ensuring secure and efficient access control.
• Diagnose and resolve technical issues remotely, providing effective troubleshooting for a wide range of IT concerns.
• Consistently meet or exceed established Service Level Agreements (SLAs) for issue resolution, maintaining high standards of customer service.
• Adhere strictly to all IT policies and procedures, including compliance with HIPAA, PCI, and Hi Trust requirements.
• Continuously expand technical expertise through self-directed learning and practical experience.

Qualifications

Associate’s Degree in Information Technology and 2+ years’ experience as a help desk technician or similar role, or equivalent combination of education and experience.

Desired Attributes

• CompTIA A+ and/or Network+ - Preferred
• Proven experience performing in a remote office environment
• Experience administering Microsoft Windows operating systems and Office products
• Strong understanding of Active Directory and Microsoft 365 administration
• Working knowledge of TCP/IP network protocols
• Experience with Windows Server environments
• Excellent communication and interpersonal skills
• Problem-solving and analytical skills to troubleshoot and resolve technical issues.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Strong attention to detail and organizational skills.

Pay Range

Pay Range: $24.00-30.00/hr

The actual offer may vary dependent upon geographic location and the candidate’s years of experience and/or skill level.