It Support Technician Jobs

About Us

Common Ground Healthcare Cooperative is a "who" not a "what." As a cooperative, we are thousands of Wisconsin residents buying health insurance together, supported by a staff focused on providing the best possible service to our members. We are a not-for-profit cooperative, governed by a Board of Directors made up of members who purchase our health insurance. Any earnings are returned to our members in the form of lower prices and better services.

Our Culture

We are here because we can make a difference in the lives of others. We believe that serving our community is meaningful work and we hold it in the highest regard. We are vibrant, dynamic, and value-focused individuals who welcome different points of view, perspectives, and thoughtful solutions to challenges. We encourage teamwork, integrity, mutual respect, honesty and doing the right thing. We know the importance of showing appreciation for a job well done, celebrate our achievements, and make room for fun and laughter in the workplace.

Our Job

We are continuously improving our efforts to serve our members and lower their overall healthcare cost through our three key pillars: Advocacy Partnership Innovation.

Does this sound like a culture you'd like to be a part of?

Come join a fun team of committed professionals!

How You'll Make a Difference

The IT Support Technician provides IT workstation and systems administration support to the company, which includes the effective administration, maintenance, and support of desktop hardware, software, and associated peripherals; phones and call center software administration; mobile devices; and light networking. Services are performed in a timely and professional manner and in accordance with service level agreements.

The primary responsibilities of the IT Support Technician include managing the IT Help Desk, taking support calls from staff members, administering, and addressing service requests and trouble tickets that come in via the ticketing system (Spiceworks), resolving technical issues within the scope of expertise, and ensuring staff members have the computer equipment necessary to efficiently perform their job duties. The IT Support Technician will be responsible for evaluating staff member needs, identifying options for solutions, assessing the business impacts of solutions, and implementing cost-effective and reliable workstation hardware and configurations that meet the business needs. The IT Support Technician will also coordinate the planning, installation, implementation, and documentation of workstation-related hardware, software, and applications.

The IT Support Technician will also assist the Sr. Infrastructure Architect in the troubleshooting and resolution of complex PC/LAN related hardware, software, operating system, and network problems, as well as the identification, monitoring and implementation of information security and compliance requirements.

Utilize Your Skills By

• Manage service requests and technical support tickets in ticketing system (Spiceworks), troubleshoot and resolve problems, manage escalations as appropriate, and maintain required documentation.
• Build effective working relationships with peer group, end users, associates, and suppliers.
• Manage workstation computer hardware inventory and life cycle replacements. Track aging of computers, plan purchases of new equipment, and define schedule for deployment of replacement computers.
• Work collaboratively with others to resolve issues and escalate issues to infrastructure and application teams and outside vendors when necessary.
• Assist users with AV equipment setup and operation for presentations and video conferences.
• All other duties as assigned.
• Work with team on deployment activities, rollouts, upgrades, and improvements to processes; reports on progress of duties related to project participation.
• Maintain and update workstation images, provide system patching and driver installations, deploy and maintain desktop applications and workstations.
• Provide technical support and troubleshooting expertise and resolve technical issues associated with desktop/laptops, operating systems, desktop application software, printers, network, and mobile devices (e.g., tablets, smart phones, etc.) for all workforce members.
• Support continuous evolution of the organization to a seamless support services unit across all disciplines.
• Make recommendations to management about improvements to resolve end user problems, increase efficiencies, and continuously improve the end user experience. Leverage standards for maintaining and enhancing all aspects of the workstation life cycle including, but not limited to, imaging, patching, virus protection, installation, deployment, asset management, monitoring, and upgrades to software and
• Support installation and configuration of desktop software including Microsoft 365, Microsoft Windows 10, Microsoft Office Productivity Suite, system management tools, and various business unit software packages.

What You'll Need To Bring

• A Bachelor's degree in Computer Science, Information Technology, Engineering, or related field is preferred; a 2-year associate degree in one of these fields with 3+ years of relevant experience or relevant training with 5+ years relevant experience is required.
• Excellent support skills for portable devices(i.e., iPhone, iPad, Android).
• Experience with workstation life cycle management, asset management, deployment, and support tools.
• System Deployment and Systems Management knowledge. Working knowledge of Active Directory, Group Policy, Domain Services (such as Print, DHCP, DNS) and network connectivity in support of a large
• Strong organizational skills, problem-solving expertise, and multi-tasking abilities.
• Excellent communication skills, both verbal and written, and strong customer and interpersonal skills.
• Proven ability to maintain confidentiality and work with discretion.
• Extensive experience resolving problems "deskside" and remotely as required for a large enterprise
• Must have a technical aptitude and experience working in an end-user or customer service support role and the ability to resolve support requests with minimal direction.
• Understanding of patch management for Microsoft and third-party software.
• Proficient with workstation hardware and software setup, configuration, support, maintenance, troubleshooting and repair, including physical and virtual desktops.
• Experience with installation, support, and trouble shooting of PC hardware and peripheral devices(Scanners, Printers,).
• Experience in Wireless technology, TCP/IP and networking concepts including DNS,DHCP, FTP and VPN.
• 3+ years PC/LAN support and troubleshooting and customer service experience including both remote assistance and live support in MS Windows environment(Windows 10, Microsoft 365, Microsoft Productivity Suite including MS Office, Outlook ) and the installation and maintenance of desktop applications.
• Advanced technical knowledge ofWindows10, Microsoft 365, and Microsoft Office Productivity Suite.
• Proven ability to take initiative; proactively seeks work and addresses issues; ability to work independently.

General Requirements

• Maintains attendance according to Company standards; must be punctual.
• Adheres to Company policies and procedures.
• Ability to provide excellent phone etiquette.
• Treats others with dignity, respect, and courtesy.
• Maintains patient, employee, and company proprietary confidentiality.
• Presents a professional image and acts professionally.
• Ability to multi-task.
• Ability to be flexible and adapt to changing situations.
• Abides by all requirements of the Health Insurance Portability and Accountability Act (HIPAA).

We've Got You Covered

CGHC offers a comprehensive benefit package and broad range of programs to meet the needs of our employees to help protect your health, wealth, and future.

Job Posted by ApplicantPro