Help Desk Support Agent

Company: The mission of Well (https://www.well.co/) is to transform healthcare through our unique impact to our members' health and happiness. We do this through our differentiated consumer experience and world-class data and analytics engine that drive engagement and behavior change. Our product -- a consumer health engagement platform -- integrates concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve the health of members. In addition to our product, we know our team makes us unique. We’re a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees.

Note that all new hires at Well are required to adhere to the COVID Vaccination Requirement Policy.

Reporting To: VP Delivery & Operations 

Location: 419 W. Franklin St. Chapel Hill, NC 27516 (we have a hybrid policy in which we work 3 days/week in the office)

Position Summary

• As a Help Desk Support Agent you will be part of the Enterprise Technology Operations Team.The Primary responsibilities of the role are to:
• Manage the day to day operations of our IT systems in support of our internal staff and teams.
• Support end users utilizing G Suite including item recovery, group management, and administration.
• Be able to navigate Mac hardware and software efficiently to support our Mac-based workforce.
• Utilize Jamf for workstation deployment and management for end users. 
• Assist in establishing and maintaining user access assignments in a variety of cloud resources utilizing SAML SSO.
• Work alongside Well’s current Technology Operations Team to understand best practices and help further define and document standard operating procedures 
• You will be responsible for the following activities related to delivery and operations:
• Onboarding and off-boarding for all staff 
• Primary owner of the Help Desk queue 
• Asset and license/access management 
• Under guidance of existing staff, spearhead the documentation of current state processes to reduce tribal knowledge and ensure universal knowledge is shared between all members of the Technology Operations team
• Troubleshoot hardware issues
• Ensure that services and components meet and continue to meet all of their agreed performance targets and service levels. 
• Conduct testing of recovery procedures and executing recovery of systems as needed.

Minimum Qualifications

• Mac hardware and software support experience
• Familiarity with basic networking concepts and hardware
• Experience utilizing ticketing software such as Jira or Zendesk
• Possess strong communication and collaboration skills
• High attention to detail
• Ability to support end users in a friendly manner with a solution-focused mindset.
• Ability to work in a roll-up-your-sleeves, fast-paced early stage environment 

Desired

• Experience working in healthcare or HiTrust certified environments
• Experience automating IT operations
• Experience with Tableau
• Experience with Microsoft Azure
• Experience with Jamf

Additional Job Information

Well is on a mission to redefine the healthcare experience. This is an opportunity to re-shape healthcare for America. We are developing solutions to improve the quality and affordability of healthcare.  We welcome team members who are passionate about that mission. We embrace diversity and are committed to building an inclusive team.

Applicants must be currently authorized to work in the United States on a full-time basis.