Senior Help Desk Technician

Marathon Health LLC; United States; A distancia; USD 62.000 - 74.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Free Marathon Health services for you

Family health benefits

PTO and holidays

Descripción de la vacante

Marathon Health is hiring a Senior Help Desk Tech to provide advanced technical support for hardware, software applications, operating systems, and networking with a strong focus on customer service. You will serve as an escalation point for complex issues and help guide junior staff.

Responsibilities include documenting solutions, contributing to the knowledge base, and coordinating with multiple technology teams to meet SLAs.

Formación

• Associate's Degree in Information Technology or equivalent.
• 5+ years’ experience in technical support or help desk operations.
• Experience with incident tracking systems and ticketing platforms (e.g., Freshservice, ADO, Jira).
• Proven ability to troubleshoot hardware, software, and network issues in a corporate environment.
• CompTIA A+ and/or Network+ preferred.

Responsabilidades

• Diagnose and resolve advanced technical issues across hardware, software, OS, and networks.
• Act as escalation lead for complex service requests and incidents.
• Mentor Tier 1 technicians and share knowledge.
• Document solutions and contribute to knowledge base to reduce repeats.
• Coordinate with other Technology teams to resolve cross-functional issues.
• Meet or exceed SLAs for issue resolution.
• Participate in After-Hours On-Call Rotation.
• Adhere to IT policies including HIPAA, PCI and Hi Trust.

Conocimientos

Incident tracking systems

Troubleshoot hardware

Troubleshoot software

Network issue resolution

Customer service

Educación

Associate's Degree in Information Technology

Herramientas

Freshservice

ADO

Jira

Descripción del empleo

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

The Senior Help Desk Tech provides advanced technical support for hardware, software applications, operating systems, and networking issues, with a strong focus on customer service and efficient problem resolution. The Senior Technician serves as an escalation point for complex service requests and incidents that cannot be resolved at the first level.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Diagnosing and resolving advanced technical issues across multiple platforms and environments, including computers, servers, peripherals, and network components.
• Acting as a technical lead for escalated support cases, ensuring timely resolution and root cause.
• Collaborating with Tier 1 technicians to provide guidance, mentoring, and knowledge sharing.
• Documenting solutions and contributing to the knowledge base to improve team efficiency and reduce repeat incidents.
• Coordinating with other Technology teams (e.g., infrastructure, clinical application support, Security) to resolve cross-functional issues.
• Meet or exceed required Service Level Agreements for issue resolution.
• Participate in After-Hours On-Call Rotation.
• Strict adherence to all IT Policies and Procedures (including HIPAA, PCI Compliance, and Hi Trust).

QUALIFICATIONS

• Associate's Degree in Information Technology and a minimum of 5 years’ experience in technical support, help desk operations, IT service management, or equivalent combination of education and experience.
• Familiarity with incident tracking systems and ticketing platforms (e.g., Freshservice, ADO, or Jira).
• Proven ability to troubleshoot hardware, software, and network issues in a corporate or enterprise environment.
• CompTIA A + and or Network + - Preferred.

DESIRED ATTRIBUTES

• Background in ITIL practices – especially incident management.
• Industry experiences supporting a healthcare environment.
• Experience training or mentoring junior IT staff.
• Experience working in a customer-facing role, providing technical assistance and resolving user issues.
• Demonstrates strong organizational skills with the ability to manage multiple high-priority tasks under pressure while maintaining service level agreements and response times.
• Works independently with minimal supervision, while also contributing effectively to team-based troubleshooting and knowledge sharing.
• Communicates technical concepts clearly and professionally across all levels of the organization, both verbally and in writing, including documentation and user guidance.
• Accurately distinguishes between Tier 1 and Tier 2 issues, applying sound judgment to escalation appropriately and ensure timely resolution of complex incidents.
• Self-driven to explore new technologies, tools, and methodologies that enhance support capabilities and align with evolving business needs.

Pay Range: $30.00-35.00/hr The actual offer may vary dependent upon geographic location and the candidate’s years of experience and/or skill level.

Marathon Health provides equal employment opportunities to all teammates and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Marathon Health is committed to providing access and reasonable accommodation in its employment for individuals with disabilities. To request disability accommodation in the application process, contact [e-mail].

Marathon Health will never ask a candidate for personal identifiable information (date of birth, social security number, driver’s license information, etc) via email or messenger tools, or for a financial deposit of any kind.

All our open positions are listed here on our website and any emails sent from our teammates contain the address “@marathon.health” if you have any questions or concerns about suspicious emails or queries, please don’t hesitate to contact us directly at [e-mail].

Our benefits are built around access to care that works, starting with FREE Marathon Health services for you and your family, which provides unlimited, free primary care, routine labs, select prescriptions, vaccinations, and virtual mental health care for you and your family so that our teammates can do their best work and build better healthcare Below are some of our benefit offerings. Eligibility varies based on PT or FT status:

• Comprehensive Health & Wellness Benefits: Choice of 2 medical plans, 2 dental plans, and vision coverage, unlimited free mental health benefits and EAP resources, Rewards for challenges and healthy lifestyle activities
• Family Friendly & Reproductive Health Benefits: Family-building and hormonal health benefits and paid parental leave
• Time-Based Benefits: Generous PTO or FTO, Paid Holidays + A Day for What Matters
• Financial Support: Company paid Basic Life and Disability insurance, Supplemental Life, Spending Accounts, 401(k) with employer match and graded vesting
• Continuing Medical Education (CME) for maintaining and strengthening the knowledge, skills, and expertise of our health center teammates, as applicable