DTS Service Desk Level 1 - Temporary

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

This position requires a tech-savvy individual with an unwavering commitment to customer satisfaction. This position is expected to positively impact on internal customers' experience in using Alignment technology. In this role, your primary focus will be on delivering outstanding customer service while providing initial technical support for our employees. We're looking for someone who can translate technical issues into understandable language, empathize with users, and go the extra mile to ensure their needs are met

Job Duties/Responsibilities:

Exceptional Customer Service: Be the friendly and helpful first point of contact for all IT-related inquiries via phone, email, and chat. Prioritize active listening, clear communication, and a patient, empathetic approach in every interaction.

First-Call Resolution (FCR) Focus: Strive to resolve 90% of reported technical issues efficiently and effectively during the initial interaction, ensuring user satisfaction and minimizing disruption.

Troubleshooting & Support: Provide Level One technical support for a wide range of IT issues, includ i ng but not limited to:

• Log, track, and update all support requests in our ticketing system (e.g., Freshservice and/or ServiceNow ) with detailed notes and resolution steps.

• Password resets and account unlocks.

• Basic software and application support (e.g., Microsoft Office Suite, email clients).

• P C and p rinter troubleshooting , including b asic hardware diagnostics and resolution of connectivity issues (network, Wi-Fi, VPN < etc.)

• Image, Configure and Support the deployment of new computer systems.

• Follow diagrams and written instructions to repair a fault or set up a system.

• Provide local and remote support with Okta, Windows 10, Office 365, Teams, Citrix, iOS, OSX, Standard Desktop Image, Remote Access, VPN, Printer Troubleshooting and basic cabling.

• Will be required to provide after-hours and weekend support on a rotating on-call schedule.

Knowledge Base Contribution: Contribute to and utilize our internal knowledge base to improve troubleshooting efficiency and empower users with self-service options.

Required Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily . The requirements listed below are representative of the knowledge, skill, and/or ability required . Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum Experience:

• Customer Service Excellence: Proven experience (1+ years preferred) in a customer-facing role where problem-solving and customer satisfaction were primary responsibilities. Experience in a call center or help desk environment is a strong plus.

• Technical Aptitude: Basic understanding of computer hardware, software, operating systems (Windows and/or macOS), and networking fundamentals.

• Exceptional Communication Skills: Excellent verbal and written communication skills with the ability to articulate technical information clearly and concisely to diverse audiences.

• Active Listening & Empathy: Ability to listen attentively to user concerns, ask clarifying questions, and demonstrate empathy for their technical challenges.

• Problem-Solving Skills: Strong analytical and problem-solving abilities with a logical approach to troubleshooting.

• Patience & Professionalism: Ability to remain calm and professional under pressure while dealing with frustrated or upset users.

• Team Player: Collaborative mindset with a willingness to share knowledge and support team members.

• Adaptability: Ability to learn new technologies quickly and adapt to changing environments.

• Prefer previous experience as a Service Desk Technician providing support via phone, email. Remote tools and desk side.

• Prefer previous experience utilizing Service Desk ticketing systems.

• Experience resolving multiple tier issues - trouble tickets related to technical difficulties with hardware, software, desktops, laptops, portable devices and minor networking issues.

Education/Licensure:

• High School Diploma or equivalent certification.

• Preferred: Bachelor's degree.

• Preferred: Microsoft and/or CompTIA A+, and/or ITIL Foundation certifications.

Specialized Skills

• Proficient with Microsoft Windows operating systems and Office suites. Experience with OSX and Mac hardware.

• Capable of successfully connecting and installing printers, scanners, and copiers.

• Ability to maintain composure, tact and effectiveness under stressful conditions. Especially when working with Senior Leadership.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job . Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to talk or hear . The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

• The employee frequently lifts and/or moves up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Pay Range: $53,210.00 - $79,815.00
Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at . If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health's talent acquisition team, please email [email protected] .