IT Support Specialist

ExactCare Pharmacy; Cleveland, Northern (OH, KY); Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k)

Paid time off

Paid holidays

Life insurance

Short-term disability

Job summary

AnewHealth, a leading pharmacy care management company, seeks an IT Service Desk Associate to provide first-line technical support for associates and production teams. Based in Lewisville, TX, you will respond to inquiries, troubleshoot software and hardware issues, and document resolutions in the service desk system while communicating changes to IT management.

You will work to keep skills up to date, assist with device setup and security practices, and collaborate with Tier 2 teams as needed

Qualifications

• High school diploma or GED required.
• 5+ years’ troubleshooting, basic networking, Active Directory, and mobile devices.

Responsibilities

• Provide front line technical support via calls, chat, email, and remote access.
• Install and repair hardware, software, and peripherals per specs.
• Analyze and diagnose issues using knowledgebase and tools.
• Set up equipment and install software and peripherals.
• Document issues and troubleshooting for escalation and audits.
• Escalate to Tier 2 as needed and coordinate with teams.

Skills

Microsoft O365

Windows Server 2012/2016

Active Directory

VOIP troubleshooting

Cyber security fundamentals

ITIL knowledge

Customer service orientation

Desktop diagnostics

Education

High School diploma or GED

Tools

Salesforce

OnBase

Cisco Call Manager

Microsoft Exchange 2013+

Microsoft 365 / Office 365

Virtual environments

Job description

AnewHealth is one of the nation's leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.

Job Details

Under the direction of the Director of IT Services, the IT Service Desk Associate provides first level technical support and guidance for Exactcare associates and production pharmacy team by responding to inquiries, troubleshooting and resolving problems for all software and hardware issues; communicate technical issues with team members to research and implement solutions; documents inquiries and resolution in the Service Desk trouble ticketing system; communicate all changes to appropriate IT management; keeps skills in relevant technologies up to date and takes steps to constantly improve those skills. This position will be based in our Lewisville, TX location.

Responsibilities

• Provide front line technical support to employees via calls, chat, email, and remote support
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
• Utilize technical skills, historical records, knowledgebase and other appropriate tools to analyze and diagnose issues
• Set up equipment for employee use, performing or ensuring proper installation of appropriate software and all peripheral devices
• Clearly document description of issues and troubleshooting work done for escalation, review, and audit purposes
• Perform analysis and triage of technology issues including data collection, and (if required) escalation to Tier 2 support teams
• Ensure adherence to organizational security practices to protect and control company systems and data
• Prepare evaluations of software or hardware, and recommend improvements or upgrades
• Troubleshoot and resolve issues with iOS and Android devices (phone and tablets)
• Other duties as assigned

Education

High School diploma or GED required

Experience

5+ years of related experience regarding troubleshooting skills, basic networking, active directory and mobile devices

Certifications

• A+ and Network+ (Preferred)
• Strong aptitude in Microsoft Office Suite
• Experience with Windows Server 2012 and 2016
• Experience with Salesforce, OnBase, Cisco Call Manager a plus
• Experience with Microsoft Exchange 2013 or higher
• Experience with Microst365 and virtual environments a plus

Skills & Abilities

• Experience with Microsoft O365, Microsoft server operating systems and Microsoft desktop applications
• Basic understanding of cyber security fundamentals and best practices including identity and access management
• Experience with virtual environments
• Basic understanding and ability to troubleshoot VOIP technologies
• Working knowledge of a range of desktop diagnostic and troubleshooting utilities and practices
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Exceptional customer service orientation
• ITIL fundamental knowledge and experience
• Experience in manufacturing/production environments a plus

Physical/Mental Demands

This position is administrative in nature and will present physical demands requisite to a position requiring: hearing, seeing, sitting, standing, talking, and walking. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to commute to multiple site locations within assigned territory. May be necessary to work extended hours as needed.

Schedule

This is a full-time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

Benefits

• Medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays
• Medical, dental and vision coverage are effective 1st of the month following date of hire

Applicants are encouraged to confidentially self-identify when applying. Local applicants are encouraged to apply. We maintain a drug-free work environment. Applicants must be eligible to work in this country. AnewHealth provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment.