End User Support Specialist

Who We Are

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.

Job Summary

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).

Job Description

Key Responsibilities/Duties – what you will be doing (top five)

• 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.

Qualifications – what you need to perform the job

Certification and Licensure

• CompTIA A+ Preferred

Education

• Required (minimum): High School Diploma
• Preferred: Bachelor’s degree in a related field

Experience

• Required (minimum): 0–1-year experience in related field
• Preferred: 1–2-year experience in related field

Skill Requirements

• 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.

Working Conditions and Additional Requirements (include special requirements, e.g., lifting, travel):

• Must be able to work under normal office conditions and work from home as required.
• Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
• May be required to work additional hours beyond standard work schedule.\
• Hybrid workforce available

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Management retains the discretion to add to or change the duties of the position at any time.

Salary Range

$22.05 -$33.08

Compensation & Total Rewards Overview

The annual base salary range provided for this position represents a range of salaries for this role and similar roles across the organization.  The actual salary for this position will be determined by several factors, including the scope and complexity of the role; the skills, education, training, credentials, and experience of the candidate; as well as internal equity. As part of our comprehensive total rewards program, colleagues are also eligible for variable pay. Eligibility for any bonus, commission, benefits, or any other form of compensation and benefits remains in the Company's sole discretion and may be modified at the Company’s sole discretion, consistent with the law.

Point32Health offers their Colleagues a competitive and comprehensive total rewards package which currently includes:

• 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

For more details on our total rewards programs, visit https://www.point32health.org/careers/benefits/

We welcome all
All applicants are welcome and will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Scam Alert: Point32Health has recently become aware of job posting scams where unauthorized individuals posing as Point32Health recruiters have placed job advertisements and reached out to potential candidates. These advertisements or individuals may ask the applicant to make a payment. Point32Health would never ask an applicant to make a payment related to a job application or job offer, or to pay for workplace equipment. If you have any concerns about the legitimacy of a job posting or recruiting contact, you may contact TA_operations@point32health.org