Desktop Administrator II

Premier Medical•The Villages, FL

2d•Onsite

About The Position

NeueHealth is a value-driven healthcare company grounded in the belief that all health consumers are entitled to high-quality, coordinated care. By uniquely aligning the interests of health consumers, providers, and payors, we help to make healthcare accessible and affordable to all populations across the ACA Marketplace, Medicare, and Medicaid. NeueHealth delivers clinical care to health consumers through our owned clinics – Centrum Health and Premier Medical – as well as unique partnerships with affiliated providers across the country. We also enable providers to succeed in performance-based arrangements through a suite of technology and services scaled centrally and deployed locally. Through our value-driven, consumer-centric approach, we are committed to transforming healthcare and creating a better care experience for all. JOB SUMMARY The Desktop Administrator II provides Tier 2 technical support through the organization's internal service desk. This role is responsible for handling escalated incidents, collaborating with team members to resolve issues efficiently, and ensuring adherence to service-level agreements (SLAs). The role involves maintaining ticketing system records, identifying trends, and participating in on-call rotations to deliver exceptional support. The ideal candidate will have a proactive approach to problem-solving, a strong technical background, and the ability to communicate effectively with team members at all organizational levels.

Requirements

Bachelor’s or associate degree in a relevant field (e.g., Technology, Security) or equivalent professional experience.
2–3 years of experience in technical support, focusing on end-user assistance and troubleshooting, using a modern ticketing system.
Proficiency in platforms including, but not limited to:
Operating Systems: Windows, Mac
Applications: Microsoft Office Suite, Office 365, Zoom Rooms
Tools: Remote desktop and remote management applications.
Experience working on technical projects within a collaborative team environment.

Nice To Haves

Prior experience supporting executive leadership and administrative assistants is highly desirable.

Responsibilities

Regular travel to clinics located in the region around The Villages.
Manage and resolve escalated tickets in accordance with defined SLAs.
Escalate issues to engineering teams when required, ensuring proper documentation and follow-up.
Maintain a consistent on-site presence to address in-person support needs.
Provide actionable feedback to the Service Desk Manager regarding ticket trends, process improvement opportunities, and suggestions for enhancing service desk operations.
Create, update, and maintain IT documentation in the knowledge base.
Collaborate on technical projects to improve the efficiency and effectiveness of end-user technology support.
Deliver hands-on support for executive leadership and their assistants as needed.
Participate in an on-call rotation to ensure continuous support availability.
Perform other duties as assigned.