Help Desk Analyst

Our Organization:

Welcome to Arkos Health! We are a value-based healthcare company providing solutions for payors and providers by combining unique technology with in-home, virtual, and in-clinical care for patients. Backed by a robust technology platform, innovative software, and a light human touch, Arkos Health is committed to delivering advanced and accessible community-based services allowing our clients to live healthier, more independent lives. How do we do this? Arkos serves health plans and provider organizations by managing their highest-risk and highest-cost populations. Our goal is to be the most valued partner to health plans, service providers, and the community we collectively serve.

Essential Duties and Responsibilities:

• Provide day-to-day customer support to Arkos employees, Arkos clients, while protecting the integrity and confidentiality of all data and information through physical and electronic measures
• Record end user requests in the Incident Tracking System Freshservice. Follow Arkos Health Desk procedures for recording and managing requests within Freshservice
• Provide Level 1 support services for end user requests, including troubleshooting activities and advocacy for the end user. Escalate end user requests to the appropriate support group as necessary
• Monitor system wide issues and Cart statuses, works with Arkos IT Managers and Director in providing timely notification of problem occurrences, updates, and resolutions as required
• Maintain a working knowledge of computer technology, network systems, standard software, CuraviCare, Carepointe, telemedicine carts and technologies. Acts as a resource of technical information to the end user community. Attend training, as assigned
• Monitor the Arkos and Curavi call queues to ensure timely retrieval of end user requests
• Assist IT Director, and IT Managers with day-to-day operations within Help Desk and customer support
• Work on small projects in addition to providing support services
  
  

Qualifications and Skills:

• Proficient in Office 365 management and application usage
• Proficient in Azure Active Directory navigation, function, and management
• Demonstrate thorough understanding of the fundamental tools and concepts of one of the information technology professional disciplines (i.e., Applications, Business Analytics, Customer Service, Data, Networking, Operations, Security, Systems Engineering, etc.) and applies that understanding to make independent practical contributions to IT work within a particular Arkos department or function
• Highly motivated to apply process improvement, and to increase product and service quality to achieve business objectives
  
  

Benefits:

• Employer-paid Medical premiums at no cost to you
• Employer-paid Dental premiums at no cost to you
• Employer-paid Vision premiums at no cost to you
• Employer-paid Short-Term Disability premiums at no cost to you
• Employer-paid Life Insurance premiums at no cost to you
• Employer matching 401(k)
• 15 days annual combined sick/vacation and 9 days of holiday during your first year
• Your Birthday off!
  
  

Must complete our Culture Index Survey. Take the assessment at https://go.cultureindex.com/s/bg3VS0H2kF. This is not a pass/fail test and does not measure intelligence.

Arkos Health EEO Statement:

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Arkos Health is a drug-free workplace. All job applicants selected for employment are required to submit to a pre-employment drug test and background check.