ITS Associate II - Afterhours (aom), One Medical IT Support - Remote Eligible

IT Support Associate

One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible, and enjoyable. We're on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks. Our seamless in-office and 24/7 virtual care services, on-site labs, and programs for preventive care, chronic care management, common illnesses, and mental health concerns have been delighting people for the past fifteen years. In February 2023, we marked a milestone when One Medical joined Amazon. Together, we look to deliver exceptional health care to more consumers, employers, care team members, and health networks to achieve better health outcomes. As we continue to grow and seek to impact more lives, we're building a diverse, driven, and empathetic team, while working hard to cultivate an environment where everyone can thrive.

We're looking for a passionate IT Support Associate to ensure that our clinical teams, administrators, and corporate staff have the IT support they need to perform their jobs efficiently. In this role, you will report directly to the IT Manager, providing technical assistance and troubleshooting for internal users across our nationwide network of medical offices. As part of the One Medical IT Technical Services Team, your main responsibility will be supporting the phone, chat, and ticket support queues, resolving technical issues, and ensuring seamless IT operations. This position offers the opportunity to tackle a variety of technical challenges while working alongside a dedicated and mission-driven team.

Key job responsibilities:

• Deliver exceptional IT support to One Medical employees.
• Serve as the first point of contact for One Medical users, documenting support calls and resolutions using our ticketing system.
• Respond to and troubleshoot support IT requests via phone, chat, and ticketing system, ensuring timely and efficient support.
• Collaborate with a dedicated IT support team to diagnose and resolve technical issues.
• Provide remote support to employees, ensuring all incidents are addressed in a professional, timely, and efficient manner.
• Install and configure hardware/software issues across Windows, macOS, and Chrome OS environments.
• Observe and ensure compliance with security and system configuration standards as well as HIPAA regulations.
• Contribute to and maintain the IT knowledge base, ensuring documentation is accurate and up to date.
• Assist in workflow improvements.
• Adherence to shift schedules and timeliness are key requirements.
• Willingness to work flexible shifts and scheduling, weekends, and holidays.
• Must be willing and able to occasionally come to Amazon corporate sites with 24 hours notice.