IT Service Desk Representative I-V
Location
Dublin, OH | United States
Job description
Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1.6 million Ohioans through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement, and individual plans.
Medical Mutual' s status as a mutual company means we are owned by our policyholders, not stockholders, so we don't answer to Wall Street analysts or pay dividends to investors. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us and help our members achieve their best possible health and quality of life.
Efficiently and effectively answers incoming phone calls from subscribers, providers, and staff, by resolving technical issues identified as Tier 1 and Tier 2 level support. Monitors Tier 1 and Tier 2 tools and scripts to ensure accuracy. Resolves the majority of technical issues as demonstrated through high resolution percentages. Assists in maintaining all Service Level Agreements and assists team lead and supervisor as needed.
Responsibilities
- Interfaces directly with the customer while performing Tier 1 and Tier 2 support duties to resolve issues at initial point of contact per Service Level Agreements.
- Documents and routes call in the online ticketing system and initiates escalation procedures in the event of critical situations.
- Performs research and development to enhance or change the client environment.
- Mentors and coach's less tenured staff.
- Meets specific assigned customer base SLA measures to ensure compliancy.
- Assists in completion of projects.
- Provides input to process improvement and validation of departmental scripts.
- Performs other duties as assigned.
Qualifications Education and Experience
- Associates degree or certificate in Information Technology, Electronics or related field or an equivalent combination of education and experience.
- Bachelor's degree in Computer Science with 1 year of PC hardware/ software experience preferred.
- 3 years experience in a Windows distributed environment.
- Experience in PC Operating Systems and application productivity suites.
Professional Certification(s)
- Helpdesk Support Analyst or Helpdesk Desktop Support Technician or Microsoft Certified Professional (MCP) certification required.
Technical Skills and Knowledge
- Advanced knowledge of departmental software and productivity suites.
- Advanced knowledge of Desktop support skills and mainframe operations typically acquired through Microsoft desktop certification.
- LAN/WAN infrastructure knowledge, knowledge of various monitoring systems and ticketing systems
- Demonstrated advanced problem support and call center skills as typically acquired through Helpdesk Institute certifications and experience.
Medical Mutual is looking to grow our team! We truly value and respect the talents and abilities of all of our employees. That's why we offer an exceptional package that includes:
A Great Place to Work - We will provide the equipment you need for this role, including a laptop, monitors, keyboard, mouse, and headset.
- Whether you are working remotely or in the office, employees have access to on-site fitness centers at many locations, or a gym membership reimbursement when there is no Medical Mutual facility available. Enjoy the use of weights, cardio machines, locker rooms, classes and more.
- On-site cafeteria, serving hot breakfast and lunch, at our Brooklyn, OH location. Convenience stores at many locations.
- Discounts at many places in and around town, just for being a Medical Mutual team member.
- The opportunity to earn cash rewards for shopping with our customers.
- Business casual attire, including jeans.
Excellent Benefits - Employee bonus program
- 401(k) with company match up to 4% and an additional company contribution.
- Health Savings Account with a company matching contribution.
- Excellent medical, dental, vision, life, and disability insurance - insurance is what we do best, and we make affordable coverage for our team a priority.
- Access to an Employee Assistance Program, which includes professional counseling, personal and professional coaching, self-help resources and assistance with work/life benefits.
- Company holidays and up to 16 PTO days during the first year of employment with options to carry over unused PTO time.
- After one year of service, parental leave for eligible employees who become parents through maternity, paternity, or adoption.
An Investment in You - Career development programs and classes.
- Mentoring and coaching to help you advance in your career.
- Tuition reimbursement up to $5,250 per year, the IRS maximum.
- Diverse, inclusive, and welcoming culture with Business Resource Groups.
About Medical Mutual Medical Mutual's status as a mutual company means we are owned by our policyholders, not stockholders, so we do not answer Wall Street analysts or pay dividends to investors. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us.
There is a good chance you already know many of our Medical Mutual customers. As the official insurer of everything you love, we are trusted by businesses and nonprofit organizations throughout Ohio to provide high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement, and individual plans. Our plans provide peace of mind to more than 1.5 million Ohioans.
We are not just one of the largest health insurance companies based in Ohio, we are also the longest running. Founded in 1934, we aree proud of our rich history with the communities where we live and work.
At Medical Mutual and its family of companies we celebrate differences and are mutually invested in our employees and our community. We are proud to be an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, veteran status, or disability status.
We maintain a drug-free workplace and perform pre-employment substance abuse and nicotine testing.
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