IT Support Specialist

AnewHealth • Cleveland, OH

11d • Onsite

About The Position

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states. Job Details Under the direction of the Director of IT Services, the IT Service Desk Associate provides first level technical support and guidance for Exactcare associates and production pharmacy team by responding to inquiries, troubleshooting and resolving problems for all software and hardware issues; communicate technical issues with team members to research and implement solutions; documents inquiries and resolution in the Service Desk trouble ticketing system; communicate all changes to appropriate IT management; keeps skills in relevant technologies up to date and takes steps to constantly improve those skills. This position will be based in our Lewisville, TX location. ExactCare fosters a high-performing environment driven by our Core Values and commitment to our Patient Promise.

Requirements

• High School diploma or GED required
• 5+ years of related experience regarding troubleshooting skills, basic networking, active directory and mobile devices
• Strong aptitude in Microsoft Office Suite
• Experience with Windows Server 2012 and 2016
• Experience with Microsoft Exchange 2013 or higher
• Basic understanding of cyber security fundamentals and best practices including identity and access management
• Experience with virtual environments
• Basic understanding and ability to troubleshoot VOIP technologies
• Working knowledge of a range of desktop diagnostic and troubleshooting utilities and practices
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Exceptional customer service orientation
• ITIL fundamental knowledge and experience

Nice To Haves

• A+ and Network+ Certifications
• Salesforce, OnBase, Cisco Call Manager a plus
• Microsoft 365 and virtual environments a plus
• Experience in manufacturing/production environments a plus

Responsibilities

• Provide front line technical support to employees via calls, chat, email, and remote support
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
• Utilize technical skills, historical records, knowledgebase and other appropriate tools to analyze and diagnose issues
• Set up equipment for employee use, performing or ensuring proper installation of appropriate software and all peripheral devices
• Clearly document description of issues and troubleshooting work done for escalation, review, and audit purposes
• Perform analysis and triage of technology issues including data collection, and (if required) escalation to Tier 2 support teams
• Ensure adherence to organizational security practices to protect and control company systems and data
• Prepare evaluations of software or hardware, and recommend improvements or upgrades
• Troubleshoot and resolve issues with iOS and Android devices (phone and tablets)
• Other duties as assigned.

Benefits

• medical/dental/vision
• flexible spending
• company-paid life insurance
• short-term disability
• voluntary benefits
• 401(k)
• Paid Time Off
• paid holidays

What This Job Offers

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