Description

Company: Oak Street Health

Title: Sr. Associate, IT

Location: Treehouse

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:

Sr. IT Associates are responsible for assisting IT Associates with escalations and technical questions. They also provide technical coaching and training as things change in the environment.

Additionally, Sr. IT Associates 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 involving desktop and laptop application software, network services from local personnel, and requests from employees using remote network access.

Core Responsibilities:

• Assists IT associates with escalations and technical questions, including providing technical coaching and training as things change in the environment
• Resolves Level 1 and Level 2 issues. Escalates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (Manager, Director, etc.)
• IT Service Desk - provides Level 1 technical support through phone, email and chat support (if applicable) to resolve technical end user service and support requests
• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution(s)
• Follow-up with end users to provide status updates as per service level agreement (SLA's)
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
• Investigates and reports system errors and outages
• Develops training materials and procedures and trains users in the proper use of hardware or software, as needed
• Communicates with customers at all levels of technical and non-technical skill sets
• Follows all standard operating procedures (SOP) through the effective use of knowledge management
• Provides support for PCs, laptops, printers, cell phones, tablets, etc.
• Supports end users in their use of applications such as Microsoft Office, EMR, VPN, and MDM (mobile device management) including installation, modification and repairs
• Other duties as assigned

What are we looking for?

• At least 2-3 years help desk experience required
• 2-3 years of network experience preferred
• Associate's Degree required, Bachelor's degree preferred
• Experience working with multiple Operating Systems (MS, Chrome, Mac)
• Experience using ITSM Ticketing tools (e.g., Service Now, Remedy) or similar ticketing systems to manage and track incidents
• Ability to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
• Basic knowledge of ITIL (or equivalent), Service Desk metrics/SLAs, and mobile device support
• 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
• 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.