Location: This position is located at our Dublin, OH campus with hybrid flexibility.
Who we are
Founded in 1999 and headquartered in Central Ohio, we’re a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®.
We’re committed to building diverse and inclusive teams – more than 2,000 of us and counting – so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.
About the role
The Software Support Technician role performs work independently with general supervision and support. This role provides first contact support for all internal applications and works with software engineering to create solutions for application needs. This role provides technical guidance for internal employees and collaboration with Quantum Health vendors. Will work closely with the IT Technical Support Lead to identify both service trends and the need for additional troubleshooting documentation. The Software Support Technician will utilize escalation pathways with other departments, while ensuring that customer issues are addressed and resolved in a timely manner.
What you’ll do
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General troubleshooting, support and triage of all internal applications developed by our Application Development team and used by all end-users of the organization
- Incident Management delivery meeting established SLAs within Service Now.
- Cultivate an extensive network with application development teams, IT operations, and front-line operations
- Analysis of Error Logging and root cause identification of software code logic
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Participate in software platform testing and the creation of troubleshooting documentation
- Major Incident Process support as needed.
- Identification of internal application technical knowledge base gaps for the Service Desk and provide documentation to remedy gaps.
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All other duties as assigned
What you’ll bring
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Associates degree in computer science or related field, or equivalent work experience
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1+ year(s) of basic computer experience as a user or in support of PC software installations and support including Microsoft Office applications, Office 365, Windows 10 OS, iOS and Android OS
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Demonstrates strong customer service and organizational skills
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High technical aptitude
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Demonstrates ability to interact in a positive, respectful manner; establish and maintain cooperative working relationships
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Ability to work independently and self-direct with limited need for day-to-day supervision
- Ability to effectively organize, prioritize tasks; multi-task and manage time.
- All job offers are contingent on successful completion of a background and reference check.
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Protect and take care of our company and member’s data every day by committing to work within our company ethics, policies and HIPAA regulations.
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