IT Service Desk Representative I at DispatchHealth

| Greater Denver Area | Remote
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General Job Description 

The IT Service Desk Rep I is responsible for performing support for all incoming issues related to technical and product (application) issues. This position will be the first point of contact relating to all technical issues and will interface with a wide variety of end-users. The essential job duties also include the ongoing maintenance and configuration of Windows and Mac computers and Apple devices for new and existing users. Although guidance and direction will be given; IT Service Desk Rep I must be willing to own the issues and follow through with the user until solved or escalated. The primary focus is to manage, document and verify the issue, research and resolve where possible, escalate when necessary, and keep the user informed; all while providing excellent customer service. 

Responsibilities 

  • Support: Answer IT and product support requests utilizing ticketing system to document the details of the issues. 
  • Troubleshooting: Verify the details of the problem and research and try to solve if possible. Escalate issues when needed. 
  • Ticketing system management: Follow-up with users to keep them aware of work being done to resolve their issues. Ultimately verify the solution solved the issue. 
  • Training: Educate users in best practices and ways to improve their productivity. 
  • Documentation: Document resolutions and help create new guides and solution documents. 
  • Configuration/Deployment: Configure devices for new users, replacements for existing users and reconfiguration of returned devices. 
  • Customer Service: Deliver an excellent customer service experience by consistently demonstrating a positive attitude, quick responsiveness, effective communication, strong accountability, and collaborative teamwork, each day. 
  • Development of skills: Continuously be open to asking questions and learning. 

Qualifications/Skills Required 

  • Minimum of 1 years in a support/customer facing role 
  • Solid understanding of technology, especially PC, Mac, and iOS devices 
  • Excellent customer service skills; team oriented 
  • Self-motivated; capable of taking initiative, handling and prioritizing multiple competing assignments and following through to resolution with little assistance 
  • Ability to communicate with less technical users 
  • Strong documentation and organizational skills 
  • Excellent verbal, written and interpersonal skills 

Employees are held accountable for all duties of this job; however, this job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ElixirLanguages
    • jQueryLibraries
    • ReactLibraries
    • FlaskFrameworks
    • Ruby on RailsFrameworks
    • PhoenixFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail

Location

RiNo is "Where Art Is Made" in Denver and you can always finds something new and exciting to check out around the neighborhood.

An Insider's view of DispatchHealth

What’s the vibe like in the office?

Working at DispatchHealth means working in a collaborative and supportive environment. With an open-office feel and the option to work from home if needed, I think our employees feel more connected to their jobs and co-workers.

Spencer Kline

Vice President, Growth

What projects are you most excited about?

The main focus for our product and engineering team is to build experiences for our users that make their job easier so they can deliver an exceptional patient experience. I'm excited to ensure a stable, reliable and secure platform capable of serving a large increase in patient volume, and build products that our users love by soliciting feedback.

Nabeel Meghji

Senior Vice President, Product Management

How does the company support your career growth?

It's incredible to work leaders that are true trailblazers in the healthcare industry. They set high expectations, but they listen to feedback and inspire their employees to reach higher, dream bigger, and achieve greater. With their support, I feel empowered to make a lasting impact.

Amelia Sprague

Director, Marketing and Communications

What unique initiatives do you have that encourage innovation?

I love watching DispatchHealth employees work together to improve how patients access great care. As we continue to transform and expand rapidly, staying enthusiastic and focused on our core purpose will help us continue to innovate and transform the healthcare industry.

Mark Prather

CEO

What makes someone successful on your team?

We have a lot of problems to solve in order to drive the business forward. Successful people in data/analytics are those who are comfortable being uncomfortable and who love to constantly learn new things. While they bring a solid base of knowledge in our primary tech stack, they are constantly finding new ways to meet business challenges.

Dan Edstrom

Business Intelligence and Analytics Leader

What are DispatchHealth Perks + Benefits

Culture
Volunteer in local community
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
DispatchHealth offers you a choice of two Health Flexible Spending Accounts (Healthcare or Limited Purpose) and a Dependent Care Flexible Spending Account.
Disability Insurance
Dispatch Health provides STD coverage at no cost to you. LTD coverage provides income when you have been disabled for 90 days. Your benefit is 60% of your monthly earnings, up to $10,000 per month.
Dental Benefits
Dispatch Health offers competitive benefits designed to provide high quality dental care.
Vision Benefits
Dispatch Health offers competitive benefits designed to provide high quality vision care.
Health Insurance Benefits
DispatchHealth offers you a choice of 4 plans: Two (2) HDHP Plans (HSA Open Access Plus and HSA Choice Open Access Plus) and two (2) PPOs (OAP Mid and OAP Choice Plans).
Life Insurance
DispatchHealth provides basic life insurance of $25,000 at no cost to you. Beneficiaries receive a lump sum payment if you die while employed by DispatchHealth. AD&D & Voluntary Life are provided.
Onsite Gym
Free gym access & the most unique healthcare culture in Denver
Retirement & Stock Options Benefits
401(K)
Company established 401k retirement plan in partnership with Vanguard
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Happy Hours
DispatchHealth provides monthly Happy Hours at local establishments
Parking
Open parking for all employees at no cost
Pet Friendly
DispatchHealth supports a pet friendly atmosphere.

Additional Perks + Benefits

DispatchHealth has partnered with InfoArmor to offer identity theft protection for employees and family members.

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