IT Helpdesk Technician

Job Overview

Position Overview: The IT Help Desk Technician position delivers timely and effective technical support, troubleshoots basic computer system issues, and clearly communicates solutions to users.

About MedOne: MedOne is a full-service pharmacy benefit manager (PBM), serving clients and members nationwide. With a fully transparent, pass-through model, MedOne helps people conveniently access the most appropriate prescriptions at the most affordable price.

What You'll Do:

• Serve as the first point of contact for staff seeking technical assistance
• Manage and be first point of contact for all tickets entered to System Admin Team/Help Desk
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by users
• Walk the user through the problem-solving process and create documentation where necessary within bookstack
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in ticketing system
• Follow-up and update users on statuses and other information
• Pass on any feedback or suggestions by users to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Inventory and log all new and existing computer hardware for staff
• Learn and assist with MedOne’s IT infrastructure
• Communicate with IT Team regarding any systems issues that arise
• Assist in providing hardware and software IT assistance (both during normal business hours and after hours) both in person and remotely to MedOne staff in harmony with company standards
• Must demonstrate strong organizational, verbal and written communication skills with emphasis on attention to detail
• Exercise discretion with respect to client and member information following established HIPAA

What You Will Bring to MedOne:

• BS/BA in IT, Computer Science, or relevant field, or equivalent experience
• Proven experience as a help desk technician or other customer support role
• Working knowledge of MS Office, automation products, SQL databases, MS 365 Admin Center, Azure, TCP/IP networking, Active Directory, and remote-control technology.
• Preferred, but not needed – Knowledge of Firewalls/security policies, Ring Central phone system, WIFI technology, managed network switches.
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Customer-oriented and cool-tempered
• Ability to work well independently and as part of a team as needed
• High degree of emphasis on problem-solving skills

Why MedOne? At MedOne, we believe that a healthy team is a happy team. We offer a collaborative work environment, competitive benefits, and opportunities for growth—all while helping to make a difference in people’s lives. Our top core value is to prioritize your well-being. To support you in living this value, we offer:

• Competitive salary and bonuses that reward your performance.
• Comprehensive health, dental, and vision insurance + additional benefits
• 401(k) with company match to secure your future.
• Generous paid time off and holidays.
• Opportunities for professional growth and development.
• A vibrant and collaborative work culture.

Location: This position will be based in Dubuque, IA. 

Employment Type: Full Time, Salaried/Exempt Position

Reports to: Director of IT

How to Apply: If you're enthusiastic about helping others and eager to join a dynamic team, we’d love to hear from you. Apply now and take the first step toward a rewarding career at MedOne! You can submit your application through our careers page.

MedOne is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Offers are contingent on passing a background check and drug screen.