IT Help Desk Technician I

IT Help Desk Technician

The IT Help Desk Technician serves as a key point of contact for team members, providing both remote and in-person technical assistance while engaging regularly with internal staff across the organization to resolve issues and support day-to-day technology needs. This position supports desktop computers, applications, and related technology, including specification, installation, and testing of computer systems and peripherals within established guidelines. The role also involves maintaining existing hardware, software, and systems, as well as supporting new deployments.

Responsibilities Include:

• Serve as the first point of contact for team members and partners by monitoring the ticket queue, inbox, and phone, and responding promptly and appropriately to issues and requests.
• Deploy Centivo equipment, including laptops and accessories, to new and existing team members, and manage asset recovery following team member departures.
• Provide account setup and onboard new employees, both in office and remotely.
• Document all requests and incidents thoroughly and in a timely manner using the IT ticketing system.
• Diagnose, research, and resolve Level 1 technical support issues; escalate Level 2 and Level 3 issues.
• Partner with the outsourced IT partner to carry out system upgrades, including service enhancements, certificate renewals, hot fixes, and security configurations.
• Create, modify, and maintain Entra user accounts, and configure permissions for groups, mailboxes, and other security policies.
• Follow IT best practices, policies, and procedures in coordination with other functional IT areas.
• Maintain the accessibility and availability of network resources, including servers, firewalls, wireless networks, email systems, and VPN appliances.
• Deliver systems training and day-to-day end-user software support.
• Install, repair, and maintain Centivo hardware and equipment.

Qualifications:

Education and Experience:

• Associate's degree or equivalent experience required.
• Minimum of 3 years of desktop support experience with Microsoft Windows.
• Minimum of 2 years of experience with Microsoft Office 365 and Entra.
• 2 years of experience with network and security infrastructure (VPN, firewall)

Skills & Competencies:

• Proven organizational skills with attention to detail and follow-up
• Effective written and verbal communication skills
• Ability to work independently and as part of a team
• Ability to prioritize and manage multiple tasks simultaneously
• Comfort with ambiguity and working in environments without well-established policies and practices
• Ability to solve problems with minimal direction

Work Location: Buffalo, NY office (on-site)

Centivo Values:

• Resilient This is wicked hard. There is no easy button for healthcare affordability. Luckily, the mission makes it worth it and sustains us when things are tough. Being resilient means we embrace challenges, follow through on commitments, and never avoid something just because it's hard.
• Uncommon The status quo stinks, so we had to go out and build something better. We know the healthcare system isn't working for members, employers, and providers so we're building it from scratch, in a way that actually works. Being uncommon means we simplify the complex, focus on efficiency over bureaucracy, and don't dodge the hard conversations.
• Positive We care about each other. It takes energy to do hard stuff, build something better, and be resilient and uncommon while doing it. Because of that, we give kudos freely, give credit to others, and look for solutions rather than linger on problems. We take care of ourselves so we can take care of each other.

Who we are:

Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com.

Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.