Description:
Position Overview: The IT Help Desk Technician position delivers timely and effective technical support, troubleshoots basic computer system issues, and clearly communicates solutions to users.
About MedOne: MedOne is a full\-service pharmacy benefit manager (PBM), serving clients and members nationwide. With a fully transparent, pass\-through model, MedOne helps people conveniently access the most appropriate prescriptions at the most affordable price.
What You'll Do:
- Serve as the first point of contact for staff seeking technical assistance
- Manage and be first point of contact for all tickets entered to System Admin Team/Help Desk
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by users
- Walk the user through the problem\-solving process and create documentation where necessary within bookstack
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in ticketing system
- Follow\-up and update users on statuses and other information
- Pass on any feedback or suggestions by users to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Inventory and log all new and existing computer hardware for staff
- Learn and assist with MedOne’s IT infrastructure
- Communicate with IT Team regarding any systems issues that arise
- Assist in providing hardware and software IT assistance (both during normal business hours and after hours) both in person and remotely to MedOne staff in harmony with company standards
- Must demonstrate strong organizational, verbal and written communication skills with emphasis on attention to detail
- Exercise discretion with respect to client and member information following established HIPAA
- BS/BA in IT, Computer Science, or relevant field, or equivalent experience
- Proven experience as a help desk technician or other customer support role
- Working knowledge of MS Office, automation products, SQL databases, MS 365 Admin Center, Azure, TCP/IP networking, Active Directory, and remote\-control technology.
- Preferred, but not needed – Knowledge of Firewalls/security policies, Ring Central phone system, WIFI technology, managed network switches.
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Excellent communication skills
- Customer\-oriented and cool\-tempered
- Ability to work well independently and as part of a team as needed
- High degree of emphasis on problem\-solving skills
- To support you in living this value, we offer:
- Competitive salary and bonuses that reward your performance.
- Comprehensive health, dental, and vision insurance \+ additional benefits
- 401(k) with company match to secure your future.
- Generous paid time off and holidays.
- Opportunities for professional growth and development.
- A vibrant and collaborative work culture.
- If you're enthusiastic about helping others and eager to join a dynamic team, we’d love to hear from you. Apply now and take the first step toward a rewarding career at MedOne! You can submit your application through our careers page.
What You Will Bring to MedOne:
Why MedOne? At MedOne, we believe that a healthy team is a happy team. We offer a collaborative work environment, competitive benefits, and opportunities for growth—all while helping to make a difference in people’s lives. Our top core value is to *prioritize your well\-being.
Location: This position will be based in Dubuque, IA.
Employment Type: Full Time, Salaried/Exempt Position
Reports to: Director of IT
How to Apply:*
MedOne is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Offers are contingent on passing a background check and drug screen.
Requirements: