Software Support Technician

Description

Who we are

Founded in 1999 and headquartered in Central Ohio, we're a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we're on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost - that's why we call ourselves Healthcare Warriors®.

We're committed to building diverse and inclusive teams - more than 2,000 of us and counting - so if you're excited about this position, we encourage you to apply - even if your experience doesn't match every requirement.


About the role

The Software Support Technician role performs work independently with general supervision and support. This role provides first contact support for all internal applications and works with software engineering to create solutions for application needs. This role provides technical guidance for internal employees and collaboration with Quantum Health vendors. Will work closely with the IT Technical Support Lead to identify both service trends and the need for additional troubleshooting documentation. The Software Support Technician will utilize escalation pathways with other departments, while ensuring that customer issues are addressed and resolved in a timely manner.

Location: This position is located onsite at our Dublin, OH campus.


What you'll do (Essential Responsibilities)

• General troubleshooting, support and triage of all internal applications developed by our Application Development team and used by all end-users of the organization.
• Incident Management delivery meeting established service level agreements within Service Now.
• Cultivate an extensive network with application development teams, IT operations, and front-line operations.
• Analysis of Error Logging and root cause identification of software code logic.
• Identification of internal application technical knowledge base gaps for the Service Desk and provide documentation to remedy gaps.
• Major Incident Process support as needed.
• All other duties as assigned.

What you'll bring (Qualifications)

• Education: Associate's degree in Computer Science, Information Technology, Management Information Systems, or a related field, or equivalent work experience.
• Experience: 1+ years of experience in technical support, application support, software testing, help desk, software development, or a related technology role preferred.
• Experience supporting Microsoft Office applications, Microsoft 365, Windows 11, iOS, and Android devices.
• Demonstrated ability to investigate issues, gather relevant information, identify probable causes, and drive resolutions.
• Strong technical aptitude with a willingness to learn new applications, systems, and business processes.
• Strong customer service skills with the ability to communicate technical concepts with both technical and non-technical audiences.
• Demonstrated ability to work independently while effectively collaborating with software engineering, IT, operations, and external vendor teams.
• Strong organizational skills with the ability to prioritize work, manage multiple tasks, and meet established service levels.
• A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health's policies, values and ethics, and to protecting the sensitive data entrusted to us.

Preferred Qualifications

• Experience troubleshooting software applications or business systems in a production environment preferred.
• Experience using ticketing or incident management systems such as ServiceNow, Jira Service Management, or similar platforms preferred.
• Exposure to application troubleshooting, system integrations, SQL, scripting, or software development concepts is preferred but not required.
• Understanding of software development concepts, application lifecycles, or software testing methodologies preferred.

#LI-AK1 #LI-Onsite

What's in it for you

• Compensation: Competitive base and incentive compensation
• Coverage: Health, vision and dental featuring our best-in-class healthcare navigation services, along with life insurance, legal and identity protection, adoption assistance, EAP, Teladoc services and more.
• Retirement: 401(k) plan with up to 4% employer match and full vesting on day one.
• Balance: Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more.
• Development: Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings and leadership development.
• Culture: Recognition as a Best Place to Work for 15+ years, dedication to diversity, philanthropy and sustainability, and people-first values that drive every decision.
• Environment: A modern workplace with a casual dress code, open floor plans, full-service dining, free snacks and drinks, complimentary 24/7 fitness center with group classes, outdoor walking paths, game room, notary and dry-cleaning services and more!

What you should know

• Internal Associates: Already a Healthcare Warrior? Apply internally through Jobvite.
• Process: Application > Phone Screen > Online Assessment(s) > Interview(s) > Offer > Background Check.
• Diversity, Equity and Inclusion: Quantum Health welcomes everyone. We value our diverse team and suppliers, we're committed to empowering our ERGs, and we're proud to be an equal opportunity employer .
• Tobacco-Free Campus: To further enable the health and wellbeing of our associates and community, Quantum Health maintains a tobacco-free environment. The use of all types of tobacco products is prohibited in all company facilities and on all company grounds.
• Compensation Ranges: Compensation details published by job boards are estimates and not verified by Quantum Health. Details surrounding compensation will be disclosed throughout the interview process. Compensation offered is based on the candidate's unique combination of experience and qualifications related to the position.
• Sponsorship: Applicants must be legally authorized to work in the United States on a permanent and ongoing future basis without requiring sponsorship.
• Agencies: Quantum Health does not accept unsolicited resumes or outreach from third-parties. Absent a signed MSA and request/approval from Talent Acquisition to submit candidates for a specific requisition, we will not approve payment to any third party.

Reasonable Accommodation: Should you require reasonable accommodation(s) to participate in the application/interview/selection process, or in order to complete the essential duties of the position upon acceptance of a job offer, click here to submit a recruitment accommodation request.

California Employee and Job Applicant Notice of Collection of Personal Information: If you are a California resident, Quantum Health may collect personal information in connection with your application for employment and, if hired, during the course of your employment. The categories of personal information collected and the purposes for which that information is used are described in our California Employee and Job Applicant Notice of Collection of Personal Information. Please review the notice here:
California Employee and Job Applicant Notice

Recruiting Scams: Unfortunately, scams targeting job seekers are common. To protect our candidates, we want to remind you that authorized representatives of Quantum Health will only contact you from an email address ending in @quantum-health.com. Quantum Health will never ask for personally identifiable information such as Date of Birth (DOB), Social Security Number (SSN), banking/direct/tax details, etc. via email or any other non-secure system, nor will we instruct you to make any purchases related to your employment. If you believe you've encountered a recruiting scam, report it to the Federal Trade Commission and your state's Attorney General.