Desktop Support Tech - Hybrid

Overview:

Desktop Support Tech (Hybrid - Nashville, TN) About Us:Matrix Medical Network is a leading clinical services organization that supports the needs of diverse and vulnerable populations, working with millions of individuals across the country to assess and help them manage their health risks through our large network of clinicians. We support Medicare Advantage, Managed Medicaid and Commercial plans; serving populations of all ages, from seniors to other high-risk individuals.

Matrix colleagues understand the important role every department plays in helping the members and customers we serve have the best experience possible across all touchpoints. Join our team and help create innovative strategies and solutions to make quality healthcare more accessible!

Why Work at Matrix?* The opportunity to work with one of the fastest growing companies in healthcare whose vision is to provide unparalleled quality and value to providers and members.

• A chance to work with great people on exciting projects.
  
• Our opportunities allow you to leverage your expertise and compassion, making a direct impact to the health and well-being of members.
  
• Competitive Compensation: Be rewarded for your effort and passion while making a difference in the community.
  

Responsibilities:

About the role:

Type: Full Time Salaried

Compensation: $70,000 (target)

Location: Hybrid - Nashville, TN

Hours: Full Time Days

Benefits Offered to include: Medical, Dental, Vision, paid time off, paid holidays, 401K with company matching, voluntary life insurance, short term disability, long term disability, employee assistance program, health savings account, flexible spending accounts, additional voluntary benefits available.

What to Expect:

We are seeking an experienced Desktop Support Technician to join our team. The Technician is responsible for providing hands-on support for software and hardware-related issues, resolving support requests, and meeting customer satisfaction and continuous service delivery demands. The position requires technical troubleshooting abilities and excellent customer service skills.

Responsibilities:* Provide white glove and expedited onsite support for the Executive and Senior Leadership Teams (ELT/SLT)

• Onboarding new corporate staff (i.e., First Time Logon Assistance)
  
• Triage issues and service requests directly or via phone, e-mail, voice mail, ticketing system, etc.
  
• On-site assistance for technical issues in Nashville
  
• Backup for ITSM (ticketing) administration
  
• To diagnose and resolve software and hardware incidents, including operating systems, across a range of software applications
  
• Identify and repair hardware and network connectivity issues
  
• Update and maintain computer inventory and surplus equipment
  
• Monitoring and QA desktop work performed by our IT MSP
  
• Perform password resets
  
• Provide remote access/VPN support.
  
• Provide "how-to" assistance with all internally supported devices, applications, and systems
  
• Escalate issues to appropriate second- and third-level subject-matter experts in accordance with service-level agreements and follow up on incidents when appropriate.
  
• Leverage internal and external resources (knowledge bases, manuals, support sites, and vendors) to answer questions and resolve issues
  
• Respond to end-user inquiries regarding the status of incident/service request tickets and follow-ups
  
• Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles, and user guides.
  
• Build relationships with the next-tier technicians and subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
  
• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization
  
• Other duties as assigned
  

Qualifications:

Qualifications:* High school diploma or equivalent (required); BA/BS degree (preferred)

• CompTIA A+ certification or equivalent (required)
  
• Microsoft 365 Certified Endpoint Administrator Associate (preferred)
  
• A minimum of 2-4 years of technical support experience or combined related education is required.
  
• Computer software and hardware troubleshooting knowledge and experience.
  
• Windows 10/11, Server 2012 and above
  
• Microsoft 365 (Office) suite of applications
  
• Work with Windows OS laptops and office AV technologies
  
• Service desk ticketing systems
  
• Excellent customer service skills
  
• Strong troubleshooting and problem-solving skills
  
• Ability to learn new technology and applications
  
• Ability to work well in a team atmosphere
  
• Effective written and verbal communication skills
  
• A focus on customer satisfaction, with strong interpersonal skills and responsiveness.
  
• Highly organized and effective in managing multiple tasks while maintaining high levels of user satisfaction
  
• Adherence to IT policies and processes to ensure consistent quality of service.
  
• Mature and self-motivated professional able to work in a fast-paced and constantly changing environment.
  
• Regular work schedules may not reflect normal business hours
  
• This position may require Weekend hours
  
• Must be able to lift and/or move up to 50 lbs.
  
• Requires eye-hand coordination and manual dexterity sufficient to operate technical equipment, keyboard, telephone, copier, calculator, and other office equipment
  
• Requires moderate to intense concentration due to the complexity of the job
  

Our Culture:

• We have a clear vision of where we are going, and we are guided by core values that embody our organization and our culture.
  
• We emphasizes innovation and growth, and you will be given the opportunities and tools to develop personally and professionally.
  
• We encourage and celebrate collaboration.
  
• We have a deep commitment to positively impact the communities in which we work and to make a difference in the lives of who we serve.
  

Matrix Medical Network is an Equal Employment Opportunity Employer. It is the policy of Matrix to provide equal employment opportunities without regard to race, color, religion, sex, gender identity or expression, pregnancy, age, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. It is also the policy of Matrix that qualified individuals with disabilities receive equal opportunity in regard to job application procedures, hiring, and all aspects of the employment process. Matrix is committed to the full inclusion of all qualified individuals. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Matrix to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, pre-employment testing, to otherwise participate in the selection process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MatrixHR@matrixhealth.net.

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