Hybrid IT Help Desk Lead - Charlotte (3 days in-office)

Judi Health; Charlotte (NC); Hybrid; USD 44,000 - 55,000; Full time

Job summary

Judi Health in Charlotte, NC is seeking a Help Desk supervisor to lead a distributed support team, mentor staff, and drive incident resolution while maintaining service levels.

The role requires 4+ years in a Help Desk, supervisory experience, and hands-on experience with Jira Service Desk, Office 365, and MDM in a hybrid work environment.

Qualifications

• 4+ years of experience in a Help Desk role
• Customer-oriented approach to problem resolution
• Experience supporting Mac hardware/OSX in a Help Desk environment
• Experience supporting remote users in a distributed environment
• Experience with Jira Service Desk or a similar ticketing system
• Experience with Office 365 suite
• Experience with MDM
• 1-2 year’s experience in a supervisory or management role
• Ability to lift 30lbs regularly and up to 50lbs occasionally

Responsibilities

• Train and mentor Help Desk personnel
• Partner with IT Director to perform personnel management tasks for Help Desk staff
• Work as an escalation resource for Help Desk personnel
• Drive customer problem resolution via systemic solutions (MDM, scripting, etc.)
• Assist in promptly responding to user requests via ticketing system/phone calls/IM
• Assist HD staff and end-users with access/system issues
• Interface with internal partner teams to help drive best practices and compliance
• Manage user systems via MDM Software
• Write and update documentation for user reference
• Help build and establish procedures for the Helpdesk team
• Participate in a Help Desk On-Call schedule (tentatively one week/month)

Skills

Customer service

Remote support

Help desk supervision

Ticketing systems

MDM software

Tools

Jira Service Desk

Office 365

MDM

Job description

Charlotte, North Carolina, United States

Judi Health is a health technology company providing benefit administration solutions to employers, unions, health plans, and government entities. Judi Health replaces fragmented, outdated systems with the industry's first Unified Claims Processing™ architecture, seamlessly consolidating pharmacy and medical benefit administration on a single, secure platform. By delivering true price transparency, eliminating unnecessary middleman fees, and leveraging advanced AI-powered care delivery, Judi Health helps clients achieve unprecedented operational efficiency and service levels.

At Judi Health, we're deploying the infrastructure our country needs to deliver the healthcare we all deserve. We are the intelligence platform powering benefits plans for millions of Americans and proudly leading the next generation of care. To learn more, visit www.judi.health .

Location: Hybrid 3 days a week in Charlotte, NC office

Position Summary

The IT Help Desk Technicianassistsin managing our ticketing system, MDM software, and AWS platform while overseeing the onboarding and off boarding IT activities associated with employee profiles.

Position Responsibilities:

• Research end user issues independently, when needed, and document/develop a solution per company standards
• Identify MDM related company needs and create, configure,testand deploy management of user systems via MDM Software.
• Collaborate with internal partner teams toidentifycompliance, best practice, or other IT related policy needs within the cross functional existing processes and workflows;identifyand present enhancements and deploy solutions to the business.
• Responsible for all onboarding and offboarding related IT activities, including system-wide access, purchasingandretrieving ofequipment, upgrades, asset tagging,etc.
• Create Exchange rules to address spam/phishing emails as needed.
• C ollaborate with the IT Engineering team to drive systemic improvements to email filteringsystem.
• Promptly r espond to user requests via ticketing system/phone calls/IM
• Assist users with access/system issues
• Write and update documentation for user reference
• Help build and establishprocedures for newly established team
• Participate in a Help Desk OnCallschedule (tentatively will be 1 week/month, with potential higher volume at onset as the team grows).
• Responsible for adherence to the Capital Rx Code of Conduct, including reporting of noncompliance.

Minimum Qualifications:

• 2+ Years experience in a Help Desk role (preferably in a medium or larger company)
• A customer-oriented approach to problem resolution
• Experience supporting Mac hardware/OSX in a Help Desk environment
• Experience supporting remote users in a distributed environment
• Experience with Jira Service desk or a similar ticketing system
• Experience with Office 365 suite
• Ability to lift 30 lbs. regularly and up to 50 lbs. occasionally (for NYT “future onsite” roles only)

Charlotte, NC Salary Range

$43,600 - $54,500 USD

All employees are responsible for adherence to the Judi Health Code of Conduct including the reporting of non-compliance. This position description is designed to be flexible, allowing management the opportunity to assign or reassign duties and responsibilities as needed to best meet organizational goals.

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Judi Health. More details about Judi Health's privacy practices can be found athttps://www.judi.health/legal/privacy-policy .

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