IT Support Technician

You’re more valuable than ever – And that’s just how we’ll make you feel.

Summary

The IT Support Technician serves as the first point of contact for technical support (Tier 1), providing prompt and professional assistance to team members across the organization. This role is responsible for troubleshooting and maintaining IT systems and services while delivering exceptional customer service. The IT Support Technician is responsible for managing support tickets and documenting incidents and solutions. The technician collaborates with internal departments and external vendors to support existing technologies and may contribute to organization-wide projects and solution implementations. Operating in a fast-paced, agile environment, the IT Support Technician plays a key role in ensuring system reliability and user satisfaction, supporting broader organizational goals related to customer experience, operational efficiency, and technology advancement.

Qualifications

Education Required: • Associate’s degree in Computer Science or related field. • Experience may be considered in lieu of a degree.

Licenses/Certifications Required: • None Work

Experience Required:

• 1+ years of related IT Technical Support

• Experience with IT support ticket systems such as Zendesk

• Customer Service experience (phone calls, video and customer-facing in person)

• Experience with Windows 10 and later

Preferred Qualifications, Education, Licenses, Certifications, Experience, etc.:

• Preferred licenses or certifications: Azure Fundamentals (AZ-900), Microsoft 365 Fundamentals (MS-900), CompTIA A+, CompTIA Network+, CompTIA Security+, Apple Certifications

• 2+ years of IT tech support experience

• Familiarity and experience with healthcare regulatory compliance and reporting bodies (HIPAA, JACHO, etc.)

Knowledge, Skills, and Abilities

• Strong analytical and troubleshooting skills with the ability to resolve technical issues efficiently.

• Proficient in documenting support activities and managing tickets through Zendesk or similar platforms.

• Excellent organizational skills with the ability to prioritize tasks in a fast-paced environment.

• Detail-oriented with the ability to manage multiple support requests simultaneously.

• Hands-on experience with PC hardware repair, software deployment, and asset lifecycle management.

• Capable of working independently while maintaining accountability and consistent followthrough.

• Skilled at translating complex technical concepts into clear, user-friendly language.

• Effective communicator across various channels (in-person, phone, Teams) with team members, peers, leadership, contractors, and vendors.

• This role involves interaction and collaboration with other departments, and requires excellent judgment and interpersonal skills.

Essential Duties and Responsibilities

Technical Support & Troubleshooting • Serve as the first point of contact for IT issues reported via phone, email, or ticketing system. • Perform basic troubleshooting for hardware, software, network, and connectivity issues. • Provide support for password resets, basic software configurations, and setup assistance. • Assist users in navigating systems, applications, and basic IT functionality. • Install and support standard software applications. • Assist with basic setup and configuration of computers, peripherals, and mobile devices. • Manage basic user account tasks such as account creation, password resets, and access provisioning within predefined limits. • Monitor IT systems and report issues such as downtimes or outages to appropriate teams.

Ticketing & Documentation • Log all incoming support requests in Zendesk, ensuring accurate details and timely responses. • Prioritize and categorize tickets based on severity and SLA guidelines. • Escalate unresolved or complex issues to Tier 2 or other teams with clear documentation. • Record and report recurring issues or trends to Tier 2 or management for further investigation. • Follow knowledge base articles and SOPs to ensure consistent and accurate support. • Document common issues and resolutions to contribute to the knowledge base. • Provide feedback on documentation to keep resources current and relevant.

Communication & Customer Service • Maintain a professional and customer-focused approach when assisting users. • Communicate clearly and effectively across multiple channels (in-person, phone, Teams, etc.) • Keep users informed on the status of their requests and expected resolution times. • Conduct follow-up communications to confirm issue resolution and user satisfaction. • Provide easy-to-understand solutions and guidance on IT policies and best practices.

Policy & Compliance Follow all IT policies, SLAs, and protocols during support activities. • Adhere to security and confidentiality standards when accessing or handling sensitive information. • Report access issues that require additional approval or advanced troubleshooting.

Asset & Inventory Management • Track equipment check-ins and check-outs to support inventory control.

GoHealth Core Values

GoHealth’s Core Values, listed below, are essential functions of this position: • Collaboration: Takes ownership for collectively establishing productive partnerships and relationships and seek to gain joint understanding of priorities and objectives so that the greater good of the organization and those we serve is always at the forefront. • Innovation: Consistently uses good judgment, applying creativity to overcome obstacles and increasing effectiveness and efficiency through process and other forms of innovation. • Diversity & Inclusion: Fosters diversity and inclusion, to be able to better understand team members, our customers and partners. Engages the strengths and talents of each GoHealth team member, creating an environment of involvement, respect and connection where the richness of ideas, backgrounds and perspectives are harnessed. • Courage & Integrity: Models and practices the highest ethical and professional standards; demonstrates pride and personal interest in our patients, partners and fellow team members, deeply engaging in the business. Makes decisions, with a focus on doing the right thing; treats team members, our customers, partners and vendors with dignity, consideration, open-mindedness and respect. • Accountability: Always shows initiative, demonstrates a bias to action and gets things done. Actively accepts responsibility for diverse roles, obligations and actions that positively influence patient and customer outcomes, our partnerships and the healthcare needs of our communities

Additional Requirements • Work Schedule Flexibility: Schedule may vary based on business needs, including adjustments to assigned shifts, hours, or days worked. • Office Environment: Tasks may be conducted within a climate-controlled office setting. • Physical Activity: The role may require the ability to lift, carry, push, or pull materials, supplies, and equipment (up to 50 lbs.) Duties typically involve a combination of sitting, standing, and walking, with frequent changes in position. • Travel: Travel may be required, including travel between Company locations and out-oftown destinations as needed. • Safety Equipment: May require the use of safety equipment for infection prevention.

Equal Employment Opportunity Statement The Company and its affiliates, joint venture partners and entities under common management are Equal Opportunity Employers. They do not discriminate based on race, color, religion, national origin, age, sex, disability, veteran status, sexual orientation, gender identity, or any other protected status under federal, state, or local law

ADA Accommodation Statement Reasonable accommodations are available for qualified individuals with disabilities upon request. This role defines success by achieving essential function outcomes, not by the method of completion.

Compliance Statement This job will be performed consistent with ADA, FMLA, FLSA, and other applicable federal, state, and local laws regulating employment.

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All qualified persons are granted an equal opportunity for employment without regard to race, color, religion, sex, sexual orientation and gender identity or expression, age, national origin, citizenship status, disability, genetic information, medical condition, family care leave status, pregnancy or pregnancy-related condition, otherwise qualified disabled or veteran status. The company will comply with all fair employment laws in each of the jurisdictions where we conduct business.

For applicants in California, please review our California Consumer Privacy Statement here. https://www.gohealthuc.com/privacy-policy