You’re more valuable than ever – And that’s just how we’ll make you feel.

At GoHealth Urgent Care, we prioritize our patients' needs by providing an effortless patient experience, a welcoming culture of care, and seamless integration with market-leading health systems and our communities.

This role supports, maintains, troubleshoots, and documents GoHealth systems and services while providing world- class customer service to our end users.

The IT Support Specialist collaborates with various departments and vendors to support and maintain existing systems and services. In addition, the IT Support Specialist acts as an escalation point for Tier 1 support (IT Support

Specialist), creating troubleshooting documentation, and provides technical training. The IT Support Specialist may assist with enterprise projects and work with peers and stakeholders to implement innovative solutions while

ensuring we continually offer our end users the best support. The IT Support Specialist also works daily with Enterprise Engineering and other IT Support to ensure our IT solutions are correctly supported and maintained.

This role is our IT Support team's Tier 2 role and is expected to provide advanced work and expertise. IT Support Specialists may be required to travel to our markets or headquarters to assist with on-site support as backup for

our IT Field Specialists.

The IT Support Specialist is critical to establishing long-term goals related to patient experience, provider throughput, and evolving technology. This position works in a challenging, fast-paced environment, focusing on agile and rapid deployment for customer solutions.

JOB REQUIREMENTS

Education

Bachelor’s or equivalent experience preferred

Work Experience

Three years related IT Tech support required; four years preferred

Experience with IT support ticket systems

Customer Service experience via phone calls, video and direct customer-facing Experience supporting Cloud and Hybrid clients using Active Directory, Group Policy, Microsoft Intune, and MDM solutions

Support experience with Windows 10 and later

Licenses/Certifications

Azure Fundamentals (AZ-900) preferred

Microsoft 365 Fundamentals (MS-900) preferred

CompTIA A+ preferred

CompTIA Network+ preferred

Apple Certifications preferred

Additional Knowledge, Skillsand Abilities Required

Knowledge of Mobile Device Management (Intune, Jamf, Mosyle, etc.) Advanced analytical and problem-solving abilities § Strong organizational skills Detail-oriented, ability to multi-task

Proven skills in PC repair, troubleshooting, deployment, and liquidation

Proven ability to work successfully with limited supervision

Ability to explain complex IT concepts in simple terms

Comfortable communicating in person and via phone/Teams with peers, management, contractors, and vendors.

Additional Knowledge, Skills, and Abilities Preferred

Familiarity and experience with healthcare regulatory compliance and reporting bodies (HIPAA, JACHO, etc.)

ESSENTIAL FUNCTIONS

· Investigate and troubleshoot escalated tickets from Tier 1 support.

· Diagnose more complex technical issues that require specialized knowledge or advanced problem-solving

techniques.

· Identify patterns in recurring issues to contribute to root cause analysis and problem management.

· Provide in-depth support for applications, hardware, network configurations, and other IT systems.

· Assist with configuring and maintaining user profiles, access permissions, and network settings.

· Resolve issues related to software installation, system connectivity, and advanced software or hardware

functionality.

· Serve as the primary point of escalation for unresolved Tier 1 issues, collaborating with Tier 3 support

when necessary.

· Escalate high-priority incidents as needed, ensuring they meet service level agreements (SLAs).

· Communicate effectively with other IT departments, such as Engineering, to transfer knowledge and

facilitate escalations.

· Proactively monitor systems to prevent outages and identify potential issues early.

· Conduct periodic maintenance activities, such as patch updates, system upgrades, and performance

tuning.

· Document changes and updates in system configurations or processes.

· Document solutions and create knowledge base articles to support Tier 1 and other team members.

· Update and maintain technical support documentation for systems, applications, and procedures.

· Train Tier 1 support on new issues and processes to improve first-call resolution rates.

· Communicate technical solutions in a user-friendly manner, focusing on the user experience.

· Follow up with users to ensure issues are resolved to their satisfaction.

· Provide technical guidance and best practices to end-users and internal departments.

· Ensure security protocols are adhered to when troubleshooting or granting access.

· Help enforce and educate users on IT security policies and best practices.

· Collaborate with security teams on resolving access and security issues.

· Identify opportunities for process improvements in the support and escalation processes.

· Provide Tier 3 support and IT management feedback to improve systems and user satisfaction.

· Participate in training sessions to keep skills current with changing technologies and company systems.

· Occasionally travel and provide on-site field support at our Urgent Cares or Corporate office.

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All qualified persons are granted an equal opportunity for employment without regard to race, color, religion, sex, sexual orientation and gender identity or expression, age, national origin, citizenship status, disability, genetic information, medical condition, family care leave status, pregnancy or pregnancy-related condition, otherwise qualified disabled or veteran status. The company will comply with all fair employment laws in each of the jurisdictions where we conduct business.

For applicants in California, please review our California Consumer Privacy Statement here. https://www.gohealthuc.com/privacy-policy