Service Desk Admin II, Hybrid

About the role

From intake to outcomes, CareMetx is dedicated to delivering industry-leading patient access solutions and support services that help patients quickly start and stay on specialty therapy treatments. We provide scalable, efficient digital hub services for pharmaceutical companies and healthcare providers, streamlining workflows with seamless integration for patient enrollment, consent, and prior authorization. Our best-in-class patient support services enhance every step of care, connecting patients, providers, and brands to drive better outcomes and accelerate time-to-therapy. Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. This position is hybrid; some remote and some in-office hours are required. The amount of time in the office may increase overtime if in-office activities increase.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Provide local IT support for remote sites.
• Take lead on IT projects.
• Drive process improvement.
• Serve as a first-line resource for the team for technical related processes, communications, and follow‑up requests.
• Suggest methods to improve operations, efficiency, and service to internal and external clients.
• Act as local vendor liaison.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Perform employee onboarding IT functions for new employees and contractors including setting up user accounts and computer logins, establishing email addresses, phone system logins, and distributing computer and other equipment.
• Support the corporate onboarding and orientation processes.
• Respond to queries via phone, email, in person, or through remote access.
• Create work instructions and technical documentation (Knowledgebase Articles, Work Instructions, User Guides).
• Administer call center/phone systems and perform end‑to‑end troubleshooting.
• Train computer users on the use and best practices of hardware and software.
• Order hardware and software; receive and distribute to corporate offices or employees’ home offices.
• Maintain daily performance of computer systems (patches, virus protection, performance).
• Manage service desk tickets through the ticket life cycle.
• Ask questions to determine the nature of the problem and walk customers through problem‑solving.
• Work with hardware and software vendors on troubleshooting endpoint system issues.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Collaborate with IT Systems Engineers on projects and managing corporate systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issues are resolved and update customer status and information.
• Gain feedback from customers about computer usage.
• Run reports to determine recurring malfunctions.
• Offer technical assistance on delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Direct unresolved issues to the next level of support personnel.
• Maintain regular and reliable