IT Services Specialist II, Service Desk

The IT Services Specialist II will work independently with general supervision to provide in-depth customer service, end-user desktop support and technical guidance for internal employees and some support for external users of customer/client facing Web sites and services. This Specialist will interact and collaborate with IT Operations, IT Engineering, and business users regularly to help resolve or escalate issues. Location: This position is located at our Dublin, OH campus. What you’ll do (Essential Responsibilities)

• General troubleshooting and support of company computers, peripherals, and phones by answering users’ questions and resolving issues via telephone, remote sessions or in-person visits.
• Ticket creation and complex problem resolution based on monitoring ticketing system and answering support calls. Tracking and documenting ticket progress and resolution within ticket tracking system.
• Troubleshooting and maintaining hardware and software required for day-to-day operations.
• Provide IT support for projects.
• Replacing and testing hardware and software at user’s desk in office.
• Systems administration including user account creation and maintenance for all end-user services, internal and external.
• Contribute to team’s technical knowledge base; creating new and maintaining existing documentation.
• User administration in various telecommunication systems for daily operations of business.
• All other duties as assigned.

Do you have experience in iOS support?, Do you have a Bachelor’s degree?, * Education: Bachelor’s degree in computer science or related field preferred, or equivalent work experience.

• Certifications: CompTIA A+, CompTIA N+, Cisco, MCP, MCSE or equivalent.
• Computer skills: Systems analysis; Microsoft Office applications, Office 365, Windows 11 OS, iOS and Android OS.
• 2 or more years’ experience working with PC hardware and software for installation and advanced support.
• 1 or more years’ experience demonstrating strong customer service and organizational skills.
• Demonstrated ability to interact in a positive, respectful manner, Living Quantum Health’s Core Values.
• Ability to work independently and self-direct with limited need for day-to-day supervision.
• Ability to effectively organize, prioritize tasks; multi-task and manage time.
• Ability to lift 50 pounds.
• A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health’s policies, values and ethics, and to protecting the sensitive data entrusted to us.

Founded in 1999 and headquartered in Central Ohio, we’re a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost - that’s why we call ourselves Healthcare Warriors®.