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Help Desk Technician

Everly Health

Everly Health

Hoffman Estates, IL, USA
Posted on Tuesday, December 12, 2023
Everly Health's mission is to transform lives with modern, diagnostics-driven care, and we believe that the future of healthcare is meeting people where they are. Headquartered in Austin, Texas, Everly Health is the parent company to Everlywell, Everly Health Solutions, Natalist, and Everly Diagnostics. We've set a new standard of people-focused, diagnostic-driven care that puts patients at the center of their own health journey.
Our infrastructure guides the full testing experience with the support of a national clinician network that's composed of hundreds of physicians, nurses, genetic counselors, PharmDs, and member care specialists. Our solutions make world-class virtual care more attainable with rigorous clinical protocols and best-in-class science to tackle some of the healthcare industry's biggest problems.
Our operations team is small but mighty. Each of us wears many hats to keep things running smoothly.
Our Help Desk Technician will assist with onboarding new employees, triaging our Help Desk Ticket queue (helping with basic tasks and assigning tickets to responsible parties), assisting employees in the Hoffman Estates, Illinois office in person with day to day technology needs, troubleshooting access or equipment failures, and assisting remote employees with basic troubleshooting issues.
This role will report directly to the IT Manager and work from our Hoffman Estates, Illinois office Monday through Friday to assist our employees in person and, when appropriate, assist our at-home employees virtually.
Our team has a customer service first mentality with the goal to keep our employees up and running with security at front of mind, but we do all we can to ensure speedy delivery of services. We are HIPAA compliant and deal with very sensitive information. We are also a growing business moving very quickly. An ideal candidate can weigh the needs of our internal customers with the security needs of our business and keep things moving forward as best as possible.

What You'll Do:

  • Provide in person support working at our Hoffman Estates, Illinois office day to day
  • Provide quality first level support to users using our ticketings system, Slack, email, and Zoom
  • Escalate issues to teammates and/or other departments as appropriate
  • Ability to manage multiple and, sometimes, competing priorities with some guidance
  • Assist with onboarding of new employees
  • Assist with networking / work from home issues
  • Provision access to SAAS products when needed (MS Office, Zoom, Mailchimp, etc.)

Who You Are:

  • 2-5 years General Experience with MacOS and Windows Operating Systems
  • Knowledge of Ticket Management Systems
  • General Knowledge of G-Suite and Google related products
  • General Knowledge of Zoom Video Conferencing and Zoom Rooms
  • Excellent customer service skills (a must)
  • Supporting multiple offices and work from home employees
  • A desire to solve new and interesting issues where internal documentation doesn’t suffice
  • Ability to manage multiple and, sometimes, competing priorities with some guidance
  • Great communication skills with teammates, keeping everyone in the know and letting the team know when help is needed
  • Stays until the job is done, doesn't give up on an issue, thinks of creative solutions
  • Manage time and tasks efficiently with some guidance
  • Ability to work earlier and later than standard business hours depending on the business need (the team balances these needs out by covering on-call time for teammates who worked non-standard hours)