Help Desk Technician
4 weeks ago
About SCAN Health Plan
SCAN Health Plan is a not-for-profit organization dedicated to providing innovative healthcare solutions for seniors. As a leading Medicare Advantage plan, we serve over 285,000 members in California, Arizona, Nevada, and Texas.
The Job
We are seeking a skilled Help Desk Technician to provide exceptional customer service and technical support to our members. The ideal candidate will have a strong background in IT and excellent communication skills.
Key Responsibilities
- Provide phone and help-desk support for local and off-site users
- Provide network troubleshooting and support, as well as end-user software and hardware troubleshooting
- Record detailed incident descriptions in the call tracking system and follow up to resolve issues, ensuring customer satisfaction
- Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions
- Respond to all Help Desk calls and escalate to Sr. Help Desk Technicians when required
- Provide management notifications for all critical system issues that are impacting the business
- Supply information for metrics used in the daily reporting of the health of corporate technical systems
- Participate in on-call rotation support
- Participate in the installation, configuration, and upgrade of computer hardware and software
- Assist in the administration of e-mail systems
- Participate in special projects as required
- Maintain current knowledge of relevant hardware and software applications as assigned
- Participate in associated technical and professional societies and related associations with this position
Requirements
- Associate's degree in Computer Systems or related field of study preferred
- 3-4 years' working in a call center help desk environment
- Advanced experience with PC software, database software, and working knowledge of Microsoft Office applications
- Advanced PC hardware experience, including installation and relocation
- Ability to analyze customer problems by type and severity for problem determination and resolve independently
- Strong attention to detail
- Strong interpersonal skills, including excellent written and verbal communication skills
- Strong organizational skills; Ability to multitask
- Ability to appropriately maintain confidentiality
- Strong analytical and critical thinking skills, required
What's in it for you?
- Hourly rate: $27 to $44
- An annual employee bonus program
- Robust Wellness Program
- Generous paid-time-off (PTO)
- 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
- Excellent 401(k) Retirement Saving Plan with employer match
- Robust employee recognition program
- Tuition reimbursement
- An opportunity to become part of a team that makes a difference to our members and our community every day
About SCAN
At SCAN Health Plan, we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.
SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.
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