Welcome to Clearway Health – a recognized Great Place to Work and destination organization! We are an award-winning culture where talented people are respected, informed, engaged, empowered, developed – and where they want to grow and make a difference. We offer a wide range of benefits, perks and wellness programs in addition to continuous learning opportunities to help you grow. At Clearway Health, diversity, equity, inclusion and belonging are an essential part of our business and workplace culture. Clearway Health emerged as a solution from Boston Medical Center to improve access to care, provide personal support and manage the complex specialty medication needs of vulnerable patients and their families. We partner with hospitals, health systems and the communities they care for to accelerate their specialty pharmacy programs. At Clearway Health, we take great pride in our High Five! Values to provide best in class experiences for our employees , our clients and their patients . We welcome you to follow us on LinkedIn where you can also learn more about our company , culture , people , and careers .
POSITION SUMMARY:
In this role, you will help customers, vendors, and end-users encountering issues with computer hardware, software, or other technology-related problems. You respond to inquiries, diagnose problems, and deliver resolutions to ensure the smooth and effective utilization of information technology resources within our organization. By swiftly addressing technical issues, you’ll minimize downtime and keep operations running smoothly. Your expertise will enhance overall productivity and efficiency, ensuring that our technology infrastructure supports our business goals effectively. Additionally, your excellent customer service skills will contribute to client satisfaction and retention, fostering positive relationships and bolstering our reputation in the industry.
ESSENTIAL RESPONSIBILITIES/DUTIES:
- Technical Support: You will provide first-line technical support to end-users via phone, email, or chat, promptly addressing hardware, software, and network-related issues.
- Issue Resolution: You will analyze problems reported by end-users, identify root causes, and implement solutions or escalate issues to the appropriate IT support teams for further investigation and resolution.
- Documentation: You will maintain accurate records of technical support requests, solutions provided, and troubleshooting steps taken in the ticketing system or knowledge base. Update documentation as needed to ensure the availability of current and relevant information.
- User Training: You will assist end-users in understanding and utilizing computer systems, software applications, and other technology resources effectively. Provide training and guidance on best practices for IT usage and security.
- Monitoring and Maintenance: You will monitor the performance and availability of IT systems and services.
- Customer Service: You will provide excellent customer service and maintain a professional demeanor when interacting with end-users. Communicate technical information clearly and effectively to non-technical users.
EDUCATION:
- A bachelor’s degree in information technology, Computer Science, or a related field is preferred for this role.
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED :
- Relevant certifications such as CompTIA A+ or Microsoft Certified Desktop Support Technician may be substituted for formal education.
EXPERIENCE:
- 1+ year of previous experience in a technical support role or help desk environment is preferred.
- Familiarity with common operating systems like Windows, macOS, and Linux, as well as productivity software such as Microsoft Office, and IT service management tools like ServiceNow and/or FreshService, is desirable.
KNOWLEDGE AND SKILLS:
- Technical Skills: Proficiency in troubleshooting hardware, software, and network issues is demonstrated. Knowledge of basic networking concepts, computer hardware components, and software applications. Experience with remote desktop support tools and diagnostic utilities.
- Communication Skills: Strong verbal and written communication skills. Ability to explain technical concepts clearly and concisely to end-users with varying levels of technical proficiency. Excellent interpersonal skills and a customer-centric approach to problem-solving.
- Analytical Skills: Strong problem-solving and troubleshooting skills. Capabilities include analyzing complex technical issues, identifying root causes, and developing effective solutions. Attention to detail and the ability to follow logical troubleshooting steps.
- Teamwork: Effectiveness in working both independently and as part of a team. Collaboration with other IT support staff and departments to resolve technical issues and enhance IT service delivery processes.
- Adaptability: Embracing change, shows flexibility in shifting priorities, technologies, and work environments. A willingness to learn new skills and technologies to stay current with evolving IT trends and best practices.
Special Working Conditions (On-call, travel, shift, coverage):
- Consistent high-speed internet is required.
- Occasional evening, weekend, or on-call availability may be required to offer after-hours support or address critical incidents. Regular business hours are typically from 8 am to 8 pm EST.
The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required. External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.
Teamwork Troubleshooting macOS ServiceNow Analytical skills Problem-solving Computer Science Customer service Adaptability Maintenance Linux Networking Microsoft Office remote work Communication Information technology (IT) Windows monitoring Technical Support operating-systems