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 Technician collaborates with various departments and vendors to support and maintain existing systems and services. The IT Support Technician acts as Tier 1 support. The IT Support Technician 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 Technician works daily with other IT Support teams and departments to ensure our systems are correctly supported and maintained. This role is our IT Support team's Tier 1 role and is expected to provide excellent customer service and troubleshooting skills.

The IT Support Technician 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

• Associate degree or equivalent experience preferred

Work Experience

• One year of related IT Tech Support required; two years preferred
• Experience with IT support ticket systems
• Customer Service experience via phone calls, video and direct customer-facing
• Experience with Windows 10 and later

Licenses/Certifications

• CompTIA A+ preferred

Additional Knowledge, Skills and Abilities Required

• Strong 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

• Act as the first point of contact for IT issues reported by users via phone, email, or ticketing system.
• Perform basic troubleshooting for hardware, software, network, and connectivity issues.
• Provide password resets, basic software configurations, and setup assistance.
• Log all incoming support requests in the ticketing system, ensuring accurate details and timely responses.
• Prioritize and categorize tickets according to severity and SLA guidelines.
• Escalate unresolved or complex issues to Tier 2 or relevant teams as needed, with clear documentation.
• Assist users in navigating systems, applications, and basic functionality.
• Provide quick, easy-to-understand solutions to common user issues.
• Guide users on IT policies and best practices, such as security protocols and data handling.
• Assist in basic setup and configuration of computers, peripherals, and mobile devices.
• Install and support standard software applications as needed.
• Track equipment check-ins and check-outs for inventory management.
• Monitor IT systems and notify appropriate teams of any identified issues, such as system downtimes or network outages.
• Maintain awareness of known system issues and communicate updates to users when needed.
• Record and report recurring issues or trends by Tier 2 support or management for further investigation.
• Follow existing knowledge base articles and SOPs to provide consistent, accurate solutions.
• Document common issues and resolutions, contributing to developing knowledge base resources.
• Provide feedback on documentation to ensure it remains relevant and up to date.
• Maintain a professional and customer-focused approach when assisting users.
• Keep users informed on the status of their requests and expected resolution times.
• Conduct follow-up communications to confirm resolution and user satisfaction.
• Manage basic user account tasks, such as account creation, password resets, and access provisioning within predefined limits.
• Report access issues that require additional approval or advanced troubleshooting.
• Follow all IT policies, SLAs, and protocols during support activities.
• Adhere to security and confidentiality standards when accessing or handling sensitive information.

All other duties as assigned.

Note: this job description is not inclusive of all the duties of the position. You may be asked by leaders to perform other duties. Management reserves the right to revise this position description at any time.

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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