Company:

Job Posting Location:

Job Title: ​

Job Description: ​

Position Location:

Role is based in office in Westerville, Ohio.

Position Summary:

Performs a broad variety of end user technical support and resolves hardware/software related issues affecting them. Deploys PCs and laptops per corporate standards.  Installs, configures and supports new IT equipment such as printers, scanners, multifunction devices, etc.  Works well with other Information Services staff as well as can work independently. Documents and updates requests using the provided ticketing system.  Expected to take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the end user as soon as possible, escalating incidents to other support teams where necessary. Maintains a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

Essential Job Functions:

• Assist all end users with any reported support incidents within the reasonably accepted timeframe
• Deploy and support end user PCs, laptops and other accessories
• Install and support Windows client operating system, MS Office suite and other client applications
• Install the agilon health software and ensure proper operation for the end user
• Support and maintain all printers, scanners and multifunction devices, including engagement with vendors supporting the hardware
• Utilize the ticketing system provided to document, track and resolve all support incidents
• Ensures all end user equipment is tracked in asset management system
• Create, maintain and publish relevant support documentation to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
• Leverage and embrace technology to drive process improvement, operational efficiency, and improved clinical results.
• Work collaboratively with colleagues to continue to define and support the agilon health culture within the market and across the company.
• Provide remote and over-the-phone technical support.
• Available for day, evening, night, weekend shifts

Other Job Functions:

• Understand, adhere to, and implement the Company’s policies and procedures.
• Provide excellent customer services skills, including consistently displaying awareness and sensitivity to the needs of internal and/or external clients.  Proactively ensuring that these needs are met or exceeded.
• Take personal responsibility for personal growth including acquiring new skills, knowledge, and information.
• Engage in excellent communication which includes listening attentively and speaking professionally.
• Set and complete challenging goals.
• Demonstrate attention to detail and accuracy in work product.
• Travel to remote worksites or agilon health offices to provide IT support.

Required Qualifications:

Minimum Experience

• At least three years in IT Support, with a preference for five years of experience.
• Experience with Office 365 is preferred.
• Ability to work well with people at all levels of the organization, good documentation skills.
• Healthcare experience is preferred.
• At least 1-2 years of frontline customer service support experience required.

Education/Licensure:

• High School diploma
• Degree in Computer Science or related field or equivalent level of education/experience preferred

Location: ​