Service Desk Technician

Position: Service Desk Technician

This is a general Tier 1 Help Desk Technician position for Monogram Healthcare. We are looking for someone who is interested in the technology industry and wants a place to start or has been looking for a new home. This person is someone who would like to work with a team of inspired individuals who look forward to their own growth and the growth of the team. This is a Healthcare environment that follows HIPAA guidelines and will not be your normal IT Help Desk environment. This will be a 3-month contract to full time hire hybrid role with a working time from 6am to 3pm Monday through Friday. Expected to work in office only for the first three months until contract expires. Hybrid role during full time employment will require at least 3 days in office and 2 days working from home.   

Behaviors and Mannerisms in the Work Environment 

• Doesn’t leave during an emergency. 
• Cooperates with team members.   
• Is exempt from staying from home, should have the ability to come in and help Priority one problems. Working from home is a privilege, not an entitlement.  
• Doesn’t turn away people who need help.   
• Contacts and communicates with upper management when needed.   
• On time consistently.   
• Dresses appropriately in the workplace.  
• Acts in a professional manner in high level problem incident scenarios.  

Skills and Expectations 

• Effectively troubleshoot before escalating.   
• Follows SLA guidelines and getting general work done on time.   
• Has the ability to research and solve problems using effective time management skills.   
• Asking questions and documenting information for tracking.  
• Reviewing information and resources that the Help Desk provides to solve problems.   
• Intermediate knowledge of software and hardware (i.e. more than just your basic Office 365 suite and general communication programs.)
• Basic network fundamentals and understands general security protocols.  
• Expected to work on various projects while maintaining daily workloads.  
• Actively engaged on improving current systems and providing feedback.   
• Keeping our knowledge base up to date and letting team members know for awareness.   
• General knowledge of ticket systems.  
• Effectively communicates problem incidents in a timely manner in various forms of communication. 
• Has the ability to multitask and adapt to most technical situations.  
• Understands basic remote software and troubleshooting software.   
• Understands Azure/Entra AD and on-prem AD workflow environments. Not expected to know everything in these systems.  

Certifications, Degrees, and Experience Requirements  

• Latest CompTIA A cert.  
• Associates or bachelor’s in general computer sciences.  
• Any basic Google Certifications.  
• 1-2 years of experience in general IT.   
• If you have little to no experience in this industry and you are eager to jump into it, the best way to get our attention is to show initiative.  Some things you can do to show this:  
• Have a portfolio of projects and ideas that are self-taught.   
• List out your goals of what you want to achieve in this industry and how far you want to take it.   
• How far are you willing to go to learn something new and apply this to your skill set.  
• How involved you are in communities that may foster ideas for growth in the IT industry and any contributions you may have had.  

About Monogram Health 

Monogram Health is a next-generation, value-based chronic condition risk provider serving patients living with chronic kidney and end-stage renal disease and their related metabolic disorders. Monogram seeks to fill systemic gaps and transform the way nephrology, primary care and chronic condition treatment are delivered. Monogram’s innovative, in-home approach utilizes a national nephrology practice powered by a suite of technology-enabled clinical services, including case and disease management, utilization management and review, and medication therapy management services that improve health outcomes while lowering medical costs across the healthcare continuum. By focusing on increasing access to evidence-based care pathways and addressing social determinants of health, Monogram has emerged as an industry leader in championing greater health equity and improving health outcomes for individuals with chronic kidney and end-stage renal disease. 

At Monogram Health we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.