IT Help Desk Technician

IT Help Desk TechnicianCharlotte, North Carolina, United StatesAbout Judi HealthJudi Health is a health technology company providing benefit administration solutions to employers, unions, health plans, and government entities. Judi Health replaces fragmented, outdated systems with the industry's first Unified Claims Processing™ architecture, seamlessly consolidating pharmacy and medical benefit administration on a single, secure platform. By delivering true price transparency, eliminating unnecessary middleman fees, and leveraging advanced AI-powered care delivery, Judi Health helps clients achieve unprecedented operational efficiency and service levels. At Judi Health, we're deploying the infrastructure our country needs to deliver the healthcare we all deserve. We are the intelligence platform powering benefits plans for millions of Americans and proudly leading the next generation of care.Location: Hybrid 3 days a week in Charlotte, NC officePosition Responsibilities:Train and mentor Help Desk 1 and 2 personnelPartner with IT Director to perform personnel management tasks for Help Desk staffWork as an escalation resource for Help Desk 1 and 2 personnelDrive customer problem resolution via systemic solutions (MDM, scripting, etc.)Assist in promptly responding to user requests via ticketing system/phone calls/IMAssist HD staff and end-users with access/system issuesInterface with internal partner teams to help drive best practices and complianceManage user systems via MDM SoftwareWrite and update documentation for user referenceHelp build and establish procedures for the Helpdesk teamParticipate in a Help Desk OnCall schedule (tentatively will be one week/month. May be more to start, however.)Required Qualifications:4+ years of experience in a Help Desk role (preferably in a medium or larger company.)A customer-oriented approach to problem resolutionExperience supporting Mac hardware/OSX in a Help Desk environmentExperience supporting remote users in a distributed environmentExperience with Jira Service desk or a similar ticketing systemExperience with Office 365 suiteExperience with MDM1-2 year's experience in a supervisory or management roleAbility to lift 30 lbs. regularly and up to 50 lbs. occasionallyCharlotte, NC Salary Range$43,600 - $54,500 USDAll employees are responsible for adherence to the Judi Health Code of Conduct including the reporting of non-compliance. This position description is designed to be flexible, allowing management the opportunity to assign or reassign duties and responsibilities as needed to best meet organizational goals.We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.By submitting an application, you agree to the retention of your personal data for consideration for a future position at Judi Health. More details about Judi Health's privacy practices can be found at