End User Support Specialist

Point32Health • Canton, MA

2d • Hybrid

About The Position

Point32Health is a leading not-for-profit health and well-being organization dedicated to delivering high-quality, affordable healthcare. Serving nearly 2 million members, Point32Health builds on the legacy of Harvard Pilgrim Health Care and Tufts Health Plan to provide access to care and empower healthier lives for everyone. Our culture revolves around being a community of care and having shared values that guide our behaviors and decisions. We’ve had a long-standing commitment to inclusion and equal healthcare access and outcomes, regardless of background; it’s at the core of who we are. We value the rich mix of backgrounds, perspectives, and experiences of all of our colleagues, which helps us to provide service with empathy and better understand and meet the needs of the communities where we serve, live, and work. We enjoy the important work we do every day in service to our members, partners, colleagues and communities. Learn more about who we are at Point32Health .

Provide technical and break/fix support for all End User hardware and software; peripherals such as printers, and mobile devices; respond to incoming incidents: diagnose and troubleshooting problems; coordinate End User hardware and software installations, and provide end-user training on desktop hardware, software, and telephone systems. Support asset functions (imaging, wiping, equipment deliveries and setup, task management in ServiceNow, support end user lifecycle management as requested).

Requirements

• CompTIA A+ Preferred
• High School Diploma
• 0–1-year experience in related field
• Requires strong technical skills and aptitude for learning new software programs, performing hardware and installing applications.
• Requires strong analytical and problem-solving skills, decision-making ability and the ability to work well under stress and time pressures.
• Requires strong interpersonal skills.
• Requires the ability to effectively communicate with customers and provide high quality customer service and support.

Nice To Haves

• Bachelor’s degree in a related field
• 1–2-year experience in related field

Responsibilities

• Diagnose and resolve End User devices/peripherals related to hardware and software issues logged as incidents into the ITSM
• Install, configure, maintain, and upgrade end user devices including laptops, printers and mobile devices in a highly secure networked environment
• Perform client software installation and configuration
• Provide end-to-end user endpoint support from request through deployment, including receiving, imaging/configuration, assignment, returns/recovery, and secure disposition, keeping device records current
• Support compliance by following standard software deployment practices and ensuring device and software records are accurate; escalate exceptions as needed
• Maintain the highest-level possible technical computer systems technology skills/knowledge with constant education through individual CBT and/or classroom (physical and/or virtual)
• Participating in onsite drop in End User support
• Other duties and projects assigned.

Benefits

• Medical, dental and vision coverage
• Retirement plans
• Paid time off
• Employer-paid life and disability insurance with additional buy-up coverage options
• Tuition program
• Well-being benefits
• Full suite of benefits to support career development, individual & family health, and financial health

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED