IT Service Desk Tech I

Monogram Health is seeking a motivated and customer-focused Tier 1 Help Desk Technician to join our growing IT team. This role is ideal for individuals looking to launch or further develop their career in technology while working alongside a collaborative team that values personal and professional growth.

Unlike a traditional IT support environment, this position operates within a healthcare setting and requires adherence to HIPAA regulations , strong attention to detail, and a commitment to providing exceptional technical support to end users such as healthcare providers and corporate employees.

- Deliver Tier 1 technical support to end users in a healthcare environment.

- Complete telephone troubleshooting and triage of hardware, software, application, and connectivity issued with approximate resolution time of 30 minutes.

- Research and resolve technical problems before escalating as appropriate.

- Appropriately escalates to next level for more complex problems or those requiring longer resolution time.

- Manage and prioritize support tickets while meeting established SLA requirements.

- Document incidents, troubleshooting steps, and resolutions accurately.

- Communicate system issues, outages, and incident updates effectively and promptly.

- Continuously identify opportunities for process improvement and provide feedback to enhance support operations.

- High School Diploma or GED required. Associate or bachelor's degree in computer science, Information Technology, or a related field preferred.

- Experience using remote support and troubleshooting tools and meeting Service Level Agreement (SLA) expectations.

- Familiarity with IT service management and ticketing platforms such as FreshService, Jira, and ServiceNow

- Basic networking knowledge and security best practices, with intermediate understanding of common software and hardware technologies.

- Basic to intermediate understanding of Microsoft Azure / Entra ID, Active Directory (on-premises environments)

- Ability to research solutions independently and manage time effectively.

- Active participation in maintaining and improving team resources and processes.

- Ability to remain engaged and available during critical incidents and emergency situations, with a composed demeanor

- Maintain a customer service mindset and willingness to assist users whenever needed.

- Effective verbal and written communication skills to interact professionally with all levels of leadership and stakeholders, including the ability to communicate technical information clearly to both technical and non-technical audiences.

- Minimum of one (1) of professional IT support experience preferred.

- Current CompTIA A+ Certification preferred.

- Relevant Google Certifications preferred.

- Comprehensive

Benefits - Medical, dental, and vision insurance, employee assistance program, employer-paid and voluntary life insurance, disability insurance, plus health and flexible spending accounts

- Financial & Retirement Support - Competitive compensation, 401k with employer match, and financial wellness resources

- Time Off & Leave - Paid holidays, flexible vacation time/PSSL, and paid parental leave

- Wellness & Growth - Work life assistance resources, physical wellness perks, mental health support, employee referral program, and BenefitHub for employee discounts

Monogram Health is a leading multispecialty provider of in-home, evidence-based care for the most complex of patients who have multiple chronic conditions. Monogram health takes a comprehensive and personalized approach to a person's health, treating not only a disease, but all of the chronic conditions that are present - such as diabetes, hypertension, chronic kidney disease, heart failure, depression, COPD, and other metabolic disorders.

Monogram Health employs a robust clinical team, leveraging specialists across multiple disciplines including nephrology, cardiology, endocrinology, pulmonology, behavioral health, and palliative care to diagnose and treat health issues; review and prescribe medication; provide guidance, education, and counselling on a patient's healthcare options; as well as assist with daily needs such as access to food, eating healthy, transportation, financial assistance, and more.

Monogram Health is available 24 hours a day, 7 days a week, and on holidays, to support and treat patients in their home.

Monogram Health's personalized and innovative treatment model is proven to dramatically improve patient outcomes and quality of life while reducing medical costs across the health care continuum.