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IT Service Desk Representative I-IV

1 month ago

Cleveland, United States Medical Mutual of Ohio Full time

Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1.6 million Ohioans through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement, and individual plans.

Medical Mutual’ s status as a mutual company means we are owned by our policyholders, not stockholders, so we don’t answer to Wall Street analysts or pay dividends to investors. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us and help our members achieve their best possible health and quality of life.

Efficiently and effectively answers incoming phone calls from subscribers, providers, and staff, by resolving technical issues identified as Tier 1 and Tier 2 level support. Monitors Tier 1 and Tier 2 tools and scripts to ensure accuracy. Resolves the majority of technical issues as demonstrated through high resolution percentages. Assists in maintaining all Service Level Agreements and assists team lead and supervisor as needed.

Responsibilities

  • Interfaces directly with the customer while performing Tier 1 and Tier 2 support duties to resolve issues at initial point of contact per Service Level Agreements.

  • Documents and routes call in the online ticketing system and initiates escalation procedures in the event of critical situations.

  • Performs research and development to enhance or change the client environment.

  • Mentors and coach’s less tenured staff.

  • Meets specific assigned customer base SLA measures to ensure compliancy.

  • Assists in completion of projects.

  • Provides input to process improvement and validation of departmental scripts.

  • Performs other duties as assigned.

Qualifications

Education and Experience

  • Associates degree or certificate in Information Technology, Electronics or related field or an equivalent combination of education and experience.

  • Bachelor's degree in Computer Science with 1 year of PC hardware/ software experience preferred.

  • 3 years experience in a Windows distributed environment.

  • Experience in PC Operating Systems and application productivity suites.

Professional Certification(s)

  • Helpdesk Support Analyst or Helpdesk Desktop Support Technician or Microsoft Certified Professional (MCP) certification required.

Technical Skills and Knowledge

  • Advanced knowledge of departmental software and productivity suites.

  • Advanced knowledge of Desktop support skills and mainframe operations typically acquired through Microsoft desktop certification.

  • LAN/WAN infrastructure knowledge, knowledge of various monitoring systems and ticketing systems

  • Demonstrated advanced problem support and call center skills as typically acquired through Helpdesk Institute certifications and experience.

Medical Mutual is looking to grow our team We truly value and respect the talents and abilities of all of our employees. That's why we offer an exceptional package that includes:

A Great Place to Work:

  • Top Workplace in Northeast Ohio. Year after year we've received this recognition

  • On-site wellness center at most locations. Enjoy personal trainers, towel service, locker room, weight room, elliptical machines, and a variety of classes

  • On-site cafeteria serving hot breakfast and lunch, at most locations. Choices ranging from salad bar, made to order, hot and cold sandwiches, or a variety of entrees cooked fresh daily. Convenience store at most locations

  • Employee discount program. Discounts at many places in and around town, just for being a Medical Mutual team member

  • Business Casual attire

Excellent Benefits and Compensation:

  • Competitive compensation plans

  • Employee bonus program

  • 401(k) with company match and an additional company contribution

  • Excellent medical, dental, vision, and disability insurance

An Investment in You:

  • Career development programs and classes

  • Mentoring and coaching to help you advance

  • Education reimbursement up to $5K per year

About Medical Mutual:

We strive to create peace of mind. Our customers can trust us to do things right and to help them get value from their health plan. We're the largest health insurer in Ohio and for over 85 years, we've been serving our members and the Ohio communities where they live and work. Medical Mutual is a Top Place to Work in Northeast Ohio with exceptional career opportunities that offer challenge, growth and a great work/life balance. We want talented, innovative, and driven people to help us continue to be the best health insurance choice of Ohioans and help make Ohio the best it can be Our headquarter building is located in the heart of downtown Cleveland and we have multiple offices throughout the state. Join us at one near you

At Medical Mutual and its family of companies we celebrate differences and are mutually invested in our employees and our community. We are proud to be an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, veteran status, or disability status.

We maintain a drug-free workplace and perform pre-employment substance abuse and nicotine testing.

Title: IT Service Desk Representative I-IV - Hybrid

Location: OH-Brooklyn

Requisition ID: 2400367