IT Help Desk Technician

Job Description

We exist for workers and their employers -- who are the backbone of our economy. That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.

Summary of role:

The IT Help Desk Technician is responsible for providing useful technical assistance to team members. This position assists with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to end users. The employee in this position also assists in the maintenance and testing of network servers, directories, and domains. The position’s responsibilities require independent analyses, communication and problem solving.

Responsibilities Include:

Act as a single point of contact for team members and partners by monitoring ticket queue, inbox, and phone, and acting as appropriate to respond to issues and requests.

Assist with deploying Centivo equipment to new and existing team members, including laptops and accessories, and assisting with asset recovery following team member departures.

Document all requests and incidents thoroughly and in a timely manner using the IT ticketing system.

Diagnose, research and resolve “Level 1” and “Level 2” technical support issues. and work with IT outsourced partner for “Level 3” support as appropriate.

Provide mentorship to less experienced team members

Work with outsourced IT partner to perform and manage system upgrades including service enhancements, certificates, hot fixes, and security configurations.

Create, modify, and maintain Entra user accounts and set permissions for groups, mailboxes, and other security policies.

Work with other functional IT areas to ensure that IT best practices, policies and procedures are followed.

Ensure the accessibility and availability of network and resources (Servers, Firewalls, Wireless, E-mail systems, VPN appliances, etc.) are maintained.

Provide systems training and on-going end-user software support

Install, repair, and maintain Centivo assets

Qualifications:

Associate’s level of education or equivalent experience required

3 years of Desktop support with Microsoft Windows

MacOS is a plus

2 years of experience with Microsoft Office 365 and Entra

2 years of experience with network and security infrastructure (VPN, Firewall) is a plus

Skills & Interpersonal Behaviors and/or Leadership Skills:

Proven organization skills with attention to detail and follow-up

Effective communication skills

Ability to work independently and on a team

Ability to prioritize and handle multiple tasks

Comfort with ambiguity and working without well-established policies and practices

Ability to solve problems with minimal direction

What does Success look like?

Define what success looks like for someone in this position?

Work Location:

Buffalo office

Values:

Resilient – This is wicked hard. There is no easy button for healthcare affordability. Luckily, the mission makes it worth it and sustains us when things are tough. Being resilient ensures we don’t give up.

Uncommon - The status quo stinks so we had to go out and build something better. We know the healthcare system. It isn't working for members, employers, and providers. So we're building it from scratch, from the ground up. Our focus is on making things better for them while also improving clinical results - which is bold and uncommon.

Positive – We care about each other. It takes energy to do hard stuff, build something better and to be resilient and unconventional while doing it. Because of that, we make sure we give kudos freely and feedback with care. When our tank gets low, a team member is there to be a source of new energy. We celebrate together. We are supportive, generous, humble, and positive.

Who we are:

Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com.

Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.

Compensation Range: $62K - $72K

Full-time