Job Type

Full-time

Description

Position Overview: The IT Help Desk Technician position delivers timely and effective technical support, troubleshoots basic computer system issues, and clearly communicates solutions to users.

About MedOne: MedOne is a full-service pharmacy benefit manager (PBM), serving clients and members nationwide. With a fully transparent, pass-through model, MedOne helps people conveniently access the most appropriate prescriptions at the most affordable price.

What You'll Do:

• Serve as the first point of contact for staff seeking technical assistance
• Manage and be first point of contact for all tickets entered to System Admin Team/Help Desk
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by users
• Walk the user through the problem-solving process and create documentation where necessary within bookstack
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in ticketing system
• Follow-up and update users on statuses and other information
• Pass on any feedback or suggestions by users to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Inventory and log all new and existing computer hardware for staff
• Learn and assist with MedOne's IT infrastructure
• Communicate with IT Team regarding any systems issues that arise
• Assist in providing hardware and software IT assistance (both during normal business hours and after hours) both in person and remotely to MedOne staff in harmony with company standards
• Must demonstrate strong organizational, verbal and written communication skills with emphasis on attention to detail
• Exercise discretion with respect to client and member information following established HIPAA

What You Will Bring to MedOne:

• BS/BA in IT, Computer Science, or relevant field, or equivalent experience
• Proven experience as a help desk technician or other customer support role
• Working knowledge of MS Office, automation products, SQL databases, MS 365 Admin Center, Azure, TCP/IP networking, Active Directory, and remote-control technology.
• Preferred, but not needed - Knowledge of Firewalls/security policies, Ring Central phone system, WIFI technology, managed network switches.
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Customer-oriented and cool-tempered
• Ability to work well independently and as part of a team as needed
• High degree of emphasis on problem-solving skills

Why MedOne? At MedOne, we believe that a healthy team is a happy team. We offer a collaborative work environment, competitive benefits, and opportunities for growth-all while helping to make a difference in people's lives. Our top core value is to prioritize your well-being . To support you in living this value, we offer:

• Competitive salary and bonuses that reward your performance.
• Comprehensive health, dental, and vision insurance + additional benefits
• 401(k) with company match to secure your future.
• Generous paid time off and holidays.
• Opportunities for professional growth and development.
• A vibrant and collaborative work culture.

Location: This position will be based in Dubuque, IA.

Employment Type: Full Time, Salaried/Exempt Position

Reports to: Director of IT

How to Apply: If you're enthusiastic about helping others and eager to join a dynamic team, we'd love to hear from you. Apply now and take the first step toward a rewarding career at MedOne! You can submit your application through our careers page .

MedOne is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Offers are contingent on passing a background check and drug screen.