Position Summary

Wellbox is a growing healthcare company that provides innovative virtual care solutions for healthcare systems, healthcare payors, employers, and ACOs. These comprehensive solutions help assess and improve the health outcomes of our patients.

The IT Support Specialist will be responsible for providing remote technical assistance and support to end-users related to computer systems, hardware, or software. This position is primarily remote however periodic work in the office is required for shipping and receiving, inventory, and performing hardware maintenance and repairs. We observe safe practices and social distancing while working in the office.

Essential Functions

·        Monitor and manage tickets in a centralized issue tracking system

·        Respond to queries either in person, over the phone, email, and messaging

·        Troubleshoot and resolve technical issues

·        Follow up to ensure the issue has been resolved

·        Gain feedback from users about computer usage

·        Provide IT orientation to new users as part of the onboarding process

·        Write and update documentation and training materials

·        Install, modify, and repair computer hardware and software

·        Install computer peripherals for users

·        Manage and monitor internal assets to ensure accurate inventory records

·        Inform management of recurring problems

·        Coordinate with other teams as required for escalation and assistance

Position Type and Expected Hours of Work

This is a regular, full-time position.  The standard operating hours of Wellbox Helpdesk are Monday through Friday, 8:00 am – 8:00 pm EST. 

Required Education and Experience

·       Associate degree in computer science or a related field or 1 year of work experience in the field

·       Industry recognized certifications like CompTIA A+ or similar certification preferred

·       Proven experience as a Help Desk Technician or other customer service role

·       Ability to diagnose and resolve basic computer/technical issues

·       Excellent communication skills

·       Keen attention to detail, the memory of patterns, and interest in problem-solving

·       Interest in continuous learning though self-guided training and skill improvement

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.