IT Support Specialist

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

The IT Support Specialist I is responsible for providing desktop support for the Company’s in-house employees, remote employees, and employees of other affiliated companies. This person will work with both internal and external clients and peers in the identification, escalation and resolution of issues, delivery of projects, software/hardware testing, training, and product documentation support. This position is envisioned as an opportunity for an emerging technology professional with a moderate degree of existing experience, a positive attitude, and a high interest level in technology to provide world-class support and service in an exciting and fast-paced environment.

Responsibilities

• Provide multi-channel front line technical support and collaborate with all parties
• Perform installation, setup, maintenance, administration and minor repairs of both hardware and software, including peripheral and virtual devices
• Process new user accounts, terminations, and expirations
• Support a wide range of technology systems (computers, mobile devices, A/V, peripherals)
• Support administration systems for physical and logical security access
• Manage ticket lifecycle and workflows and clearly document description of issues
• Utilize technical skills, historical records, knowledge base and other appropriate tools to analyze and diagnose issues
• Perform analysis and triage of technology issues and escalate to Tier 2 support teams, as appropriate
• Contribute to and maintain system standards, documentation, policies, and procedures
• Assist with desktop administration, security access, and infrastructure projects
• Provide orientation and training to new team members
• Ensure adherence to organizational security practices to protect and control company systems and data
• Participate in the on-call support rotation, as assigned
• Other duties as assigned
  
  

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned like the above consistent with knowledge, skills and abilities required for the job. Not all duties may be assigned to a position.

Qualifications

These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree or ongoing studies in Computer Science, Information Technology/Systems preferred
• Microsoft Certified Professional (MCP) or Technology Associate (MTA) preferred
• 2-3 years of experience in a corporate help desk or desktop support environment
  
  

Skills & Abilities

• Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail
• Proficiency with Windows 10/11, MacOS, and Office365
• Proficiency with hardware installation (LCD replacements and RAM installation)
• Experience with ticketing JIRA (or equivalent ticketing system like Zendesk) and/or Confluence.
• Experience with virtual environments like Azure Virtual Desktop, Windows365, or Citrix
• Experience with patch management systems like SCCM, Automox, and/or Intune
• Ability to communicate clearly via email, telephone, or instant message
• Ability to create/update supporting documentation.
• Ability to work independently in a self-directed manner and collaboratively as a team member.
• Demonstrated ability to work with non-technical personnel.
• Ability to handle stress and prioritize multiple issues in a fast-paced environment and under tight project deadlines.
  
  

Physical Demands

• Be able to remain in a seated position for more than 50 percent of the workday
• Ability to operate a computer keyboard and other office equipment
• Ability to lift 50lbs as required
• Ability to bend and work under and around cubicle and office environments
• Specific vision abilities required by this job include close vision
  
  

Schedule

Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

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. 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.