Company: Oak Street Health

Title: Associate III, IT

Location: Corporate

Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages medical costs and provides an unmatched experience for adults on Medicare in medically underserved communities. By providing holistic, comprehensive and integrated care right in our patients' communities, we can help keep them healthy and reinvest cost savings in further care for those same communities and others. Since 2013, Oak Street Health has brought its singular approach to tens of thousands of people across the nation. With an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oak Street values and are passionate about our mission to rebuild healthcare as it should be.

For more information, visit www.oakstreethealth.com.

Role Description:

Our IT Associate III positions are responsible for assisting IT Associates (I/II) with escalations and technical questions. They also provide technical coaching and training as the environment evolves.

IT Associate IIIs are responsible for coordinating, diagnosing, and troubleshooting incoming employee tickets for a wide variety of clients and industries. They are the first point of contact for all technical support service requests, including technical/IT issues, such as desktop/laptop application software, network services from local personnel, and from employees using remote network access.

Core Responsibilities:

• Assists IT Associates (I/II) with escalations and technical questions.

• Provides technical coaching, mentoring, and training to IT Associates (I/II).

• Serves as an escalation point for IT Associates (I/II).

• Escalates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (i.e., Manager, Director, etc.).

• IT Service Desk - provides technical support via phone, email and chat support, as needed to resolve technical end user service and support requests.

• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solutions.

• Follows-up with end users to provide status updates per service level guidelines (SLA's).

• Assists, investigates, and reports system errors and outages.

• Develops training materials, procedures, and trains users on how to properly use hardware or software, as needed.

• Communicates and collaborates effectively with all customers and colleagues regardless of technical aptitude.

• Follows all standard operating procedures (SOPs) through the effective use of knowledge management.

• Support for PCs, laptops, printers, cell phones, and tablets, etc.

• Support end users in their use of applications, such as Microsoft Office, EMR, VPN, and MDM (mobile device management), including install, modification and repair.

• Other duties as assigned.

What are we looking for?

• At least five (5) years help desk experience.

• At least five (5) years network experience.

• Experience working with multiple Operating Systems (MS, Chrome, Mac)

• Bachelor's degree required.

• Preferred, not required: Certification in relevant IT products/technologies (E.g., CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP)).

• Preferred, not required: Google Administrator experience, Active Directory experience, Telephony experience, Maas360 MDM experience.

• Experience using ITSM Ticketing tools (E.g., Service Now, Cherwell) or similar ticketing systems to manage and track incidents.

• Able to communicate effectively, both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.

• Knowledge of ITIL (FITSM or equivalent), Service Desk metrics/SLAs, and mobile device support.

• US work authorization.

What does being "Oaky" look like?

• Radiating positive energy

• Assuming good intentions

• Creating an unmatched patient experience

• Driving clinical excellence

• Taking ownership and delivering results

• Being scrappy

Why Oak Street?

Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:

• Collaborative and energetic culture

• Fast-paced and innovative environment

• Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers.