IT Support Engineer I - Afterhours Support (AOM), One Medical IT Support

One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn't your average doctor's office. We're on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks. Our seamless in-office and 24/7 virtual care services, on-site labs, and programs for preventive care, chronic care management, common illnesses and mental health concerns have been delighting people for the past fifteen years.

In February 2023 we marked a milestone when One Medical joined Amazon. Together, we look to deliver exceptional health care to more consumers, employers, care team members, and health networks to achieve better health outcomes. As we continue to grow and seek to impact more lives, we're building a diverse, driven and empathetic team, while working hard to cultivate an environment where everyone can thrive.

We're looking for a passionate IT Support Associate to ensure that our clinical teams, administrators, and corporate staff have the IT support they need to perform their jobs efficiently.

In this role, you will report directly to the IT Manager, providing technical assistance and troubleshooting for internal users across our nationwide network of medical offices. As part of the One Medical IT Technical Services Team, your main responsibility will be supporting the phone, chat, and ticket support queues, resolving technical issues, and ensuring seamless IT operations.

This position offers the opportunity to tackle a variety of technical challenges while working alongside a dedicated and mission-driven team., Deliver exceptional IT support to One Medical employees.

This role is for coverage for afterhours support, 9pm to 9am EST, weekends, and holidays.

• Serve as the first point of contact for One Medical users, documenting support calls and resolutions using our ticketing system.

• Respond to and troubleshoot support IT requests via phone, chat and ticketing system, ensuring timely and efficient support.

• Collaborate with a dedicated IT support team to diagnose and resolve technical issues.

• Provide remote support to employees, ensuring all incidents are addressed in a professional, timely and efficient manner.

• Install and configure hardware/software issues across Windows, macOS and Chrome OS environments.

• Observe and ensure compliance with security and system configuration standards as well as HIPAA regulations.

• Contribute to and maintain the IT knowledge base, ensuring documentation is accurate and up to date.

• Assist in workflow improvements.

• Adherence to shift schedules and timeliness are key requirements.

• Willingness to work flexible shifts and scheduling, weekends, and holidays.

• Must be willing and able to occasionally come to Amazon corporate sites with 24 hours notice.

• 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
• 2+ years of troubleshooting in a multi-user high availability environment experience
• 2+ years of PC repair, troubleshooting, deployment and liquidation experience
• 1+ years of IT client, server, and network service delivery experience
• 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
• 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
• 2+ years of supporting and maintaining a corporate network environment experience
• High school or equivalent diploma

PREFERRED QUALIFICATIONS

• 2+ years of computer networking experience
• Experience supporting video conference and teleconference equipment

Pulled from the full job description

• AD&D insurance
• Parental leave
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits. USA, , - 25.00 - 41.00 USD hourly USA, NY, Virtual Location - New York - 25.00 - 41.00 USD hourly