IT Service Desk Representative I-IV

Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1.2 million members through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement, and individual plans.

IT Service Desk Representative I

Efficiently and effectively answers incoming phone calls from subscribers, providers, and staff, by resolving IT technical issues defined as Tier 1 and Tier 2 level support. Demonstrates the ability to solve IT technical issues. Performs primary support roles for most phones system skill levels. Provides initial root cause analysis and demonstrates ability to maintain a high level of resolution at the initial point of contact.

Responsibilities

* Interfaces directly with the customer to resolve reported IT technical issues a the initial point of contact in order to ensure compliancy of customer Service Level Agreements (SLA).

* Documents and routes service calls in the online ticketing system and initiates escalation procedures in the event of critical situations.

* Utilzes online tools to monitor and analyze the status of networks and systems in order to assist in proactive problem prevention, identification, and resolution.

* Continues to build technical, interpersonal, and communications skills.

* Performs other duties as assigned.

IT Service Desk Representative II

Efficiently and effectively answers incoming phone calls from subscribers, providers, and staff, by resolving IT technical issues defined as Tier 1 and Tier 2 level support. Demonstrates the ability to solve increasingly complex IT technical issues. Performs primary support roles for most phones system skill levels. Provides initial root cause analysis and demonstrates ability to maintain a high level of resolution at the initial point of contact.

Responsibilities

* Interfaces directly with the customer to resolve reported IT technical issues a the initial point of contact in order to ensure compliancy of customer Service Level Agreements (SLA).

* Documents and routes service calls in the online ticketing system and initiates escalation procedures in the event of critical situations.

* Utilzes online tools to monitor and analyze the status of networks and systems in order to assist in proactive problem prevention, identification, and resolution.

* Provides input to system improvements and assists with revisions to application scripts.

* Continues to build technical, interpersonal, and communications skills.

* Coaches less tenured associates in regards to resolving complex issues.

* Performs other duties as assigned.

IT Service Desk Representative III

Efficiently and effectively answers incoming phone calls from subscribers, providers, and staff, by resolving technical issues identified as Tier 1 and Tier 2 level support. Monitors Tier 1 and Tier 2 tools and scripts to ensure accuracy. Resolves the majority of technical issues as demonstrated through high resolution percentages. Assists in maintaining all Service Level Agreements and assists team lead and supervisor as needed.

Responsibilities

Interfaces directly with the customer while performing Tier 1 and Tier 2 support duties to resolve issues at initial point of contact per Service Level Agreements.

* Documents and routes calls in the online ticketing system and initiates escalation procedures in the event of critical situations.

* Performs research and development to enhance or change the client environment.

* Mentors and coaches less tenured staff.

* Meets specific assigned customer base SLA measures to ensure compliancy.

* Assists in completion of projects.

* Provides input to process improvement and validation of departmental scripts.

* Performs other duties as assigned.

IT Service Desk Representative IV

Efficiently and effectively answers incoming phone calls from subscribers, providers, and staff, by resolving technical issues identified as Tier 1 and Tier 2 level support. Monitors Tier 1 and Tier 2 tools and scripts to ensure accuracy. Resolves technical issues as demonstrated through high resolution percentages. Assists in maintaining all Service Level Agreements.

Responsibilities

* Interfaces directly with the customer while performing Tier 1 and Tier 2 support duties to resolve issues at initial point of contact per Service Level Agreements.

* Performs research and development to enhance or change the client environment.

* Documents and routes calls in the online ticketing system and initiates escalation procedures in the event of critical situations.

* Mentors and coaches less tenured staff.

* Meets specific assigned customer base SLA measures to ensure compliancy.

* Assists in completion of projects.

* Provides input to process improvement and validation of departmental scripts.

* Performs other duties as assigned.

Qualifications

IT Service Desk Representative I

Education and Experience:

* Associates degree or certificate in Information Technology, Electronics or related field or an equivalent combination of education and experience.

* 1 year experience in a Windows distributed computing environment.

* Experience in PC Operating Systems and application productivity suites.

Professional Certification(s):

* Helpdesk Support Analyst Certification preferred.

* Helpdesk Desktop Support Technician Certification preferred.

* Microsoft Certified Professional (MCP) Certification preferred.

Technical Skills and Knowledge:

* Demonstrated understanding of desktop support typically acquired through Microsoft desktop certifications.

* Working knowledge of Desktop support and mainframe operations.

* LAN/WAN infrastructure knowledge, knowledge of various monitoring systems and ticketing systems.

* Demonstrated Problem Support and Call Center skills as typically acquired through Helpdesk Institute certification and experience.

IT Service Desk Representative II

Education and Experience:

* Associates degree or certificate in Information Technology, Electronics or related field or an equivalent combination of education and experience.

* 2 years experience in a Windows distributed computing environment.

* Experience in PC Operating Systems and application productivity suites.

Professional Certification(s):

* Helpdesk Support Analyst Certification preferred.

* Helpdesk Desktop Support Technician Certification preferred.

* Microsoft Certified Professional (MCP) Certification preferred.

Technical Skills and Knowledge:

* Demonstrated understanding of desktop support typically acquired through Microsoft desktop certifications.

* Working knowledge of Desktop support and mainframe operations.

* LAN/WAN infrastructure knowledge, knowledge of various monitoring systems and ticketing systems.

* Demonstrated Problem Support and Call Center skills as typically acquired through Helpdesk Institute certification and experience.

IT Service Desk Representative III

Education and Experience:

* Associates degree or certificate in Information Technology, Electronics or related field or an equivalent combination of education and experience.

* Bachelor's degree in Computer Science with 1 year of PC hardware/ software experience preferred.

* 3years experience in a Windows distributed environment.

* Experience in PC Operating Systems and application productivity suites.

Professional Certification(s):

* Helpdesk Support Analyst or Helpdesk Desktop Support Technician or Microsoft Certified Professional (MCP) certification required.

Technical Skills and Knowledge:

* Advanced knowledge of departmental software and productivity suites.

* Advanced knowledge of Desktop support skills and mainframe operations typically acquired through Microsoft desktop certification.

* LAN/WAN infrastructure knowledge, knowledge of various monitoring systems and ticketing systems.

* Demonstrated advanced problem support and call center skills as typically acquired through Helpdesk Institute certifications and experience.

IT Service Desk Representative IV

Education and Experience:

* Associates degree or certificate in Information Technology, Electronics or related field or an equivalent combination of education and experience.

* Bachelor's degree in Computer Science with 2 year of PC hardware/ software experience preferred.

* 5years experience in a Windows distributed environment.

* Experience in PC Operating Systems and application productivity suites.

Professional Certification(s):

* Helpdesk Support Analyst or Helpdesk Desktop Support Technician or Microsoft Certified Professional (MCP) certification required.

Technical Skills and Knowledge:

* Advanced knowledge of departmental software and productivity suites.

* Advanced knowledge of Desktop support skills and mainframe operations typically acquired through Microsoft desktop certification.

* LAN/WAN infrastructure knowledge, knowledge of various monitoring systems and ticketing systems.

* Demonstrated advanced problem support and call center skills as typically acquired through Helpdesk Institute certifications and experience.

Medical Mutual is looking to grow our team! We truly value and respect the talents and abilities of all of our employees. That's why we offer an exceptional package that includes:

A Great Place to Work:

• We will provide the equipment you need for this role, including a laptop, monitors, keyboard, mouse and headset.
• Whether you are working remote or in the office, employees have access to on-site fitness centers at many locations, or a gym membership reimbursement when there is no Medical Mutual facility available. Enjoy the use of weights, cardio machines, locker rooms, classes and more.
• On-site cafeteria, serving hot breakfast and lunch, at the Brooklyn, OH headquarters.
• Discounts at many places in and around town, just for being a Medical Mutual team member.
• The opportunity to earn cash rewards for shopping with our customers.
• Business casual attire, including jeans.

Technical Skills and Knowledge:

Excellent Benefits and Compensation:

• Employee bonus program.
• 401(k) with company match up to 4% and an additional company contribution.
• Health Savings Account with a company matching contribution.
• Excellent medical, dental, vision, life and disability insurance - insurance is what we do best, and we make affordable coverage for our team a priority.
• Access to an Employee Assistance Program, which includes professional counseling, personal and professional coaching, self-help resources and assistance with work/life benefits.
• Company holidays and up to 16 PTO days during the first year of employment with options to carry over unused PTO time.
• After 120 days of service, parental leave for eligible employees who become parents through maternity, paternity or adoption.

An Investment in You:

• Career development programs and classes.
• Mentoring and coaching to help you advance in your career.
• Tuition reimbursement up to $5,250 per year, the IRS maximum.
• Diverse, inclusive and welcoming culture with Business Resource Groups.

About Medical Mutual:

Medical Mutual's status as a mutual company means we are owned by our policyholders, not stockholders, so we don't answer to Wall Street analysts or pay dividends to investors. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us.

There's a good chance you already know many of our Medical Mutual customers. As the official insurer of everything you love, we are trusted by businesses and nonprofit organizations throughout Ohio to provide high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement and individual plans. Our plans provide peace of mind to more than 1.2 million Ohioans.

We're not just one of the largest health insurance companies based in Ohio, we're also the longest running. Founded in 1934, we're proud of our rich history with the communities where we live and work.

We maintain a drug-free workplace and perform pre-employment substance abuse and nicotine testing.

#LI-CS1 #LI-HYBRID