IT Support Engineer I - Afterhours

About One Medical and Amazon

One Medical, now part of Amazon, is transforming healthcare by providing more affordable, accessible, and enjoyable primary care. They offer seamless in-office and 24/7 virtual care, on-site labs, and comprehensive programs for preventive, chronic, and mental health care. Joining Amazon in February 2023, the mission is to deliver exceptional healthcare to more consumers, employers, and care team members.

The team is diverse, driven, and empathetic, fostering an environment where everyone can thrive and impact more lives through innovation in healthcare.

The Opportunity: IT Support Engineer I - Afterhours

As an IT Support Engineer I - Afterhours, you will be a vital part of ensuring One Medical’s clinical teams, administrators, and corporate staff have the essential IT support needed for efficient operations. Reporting to the IT Manager, you will provide critical technical assistance and troubleshooting to internal users across a nationwide network of medical offices.

This role focuses on after-hours coverage (9pm to 9am EST), weekends, and holidays, and is a key part of the One Medical IT Technical Services Team. Your primary responsibilities include supporting phone, chat, and ticket queues, resolving various technical issues, and maintaining seamless IT operations. This position offers a unique chance to tackle diverse technical challenges within a dedicated and mission-driven team.

Key Job Responsibilities

• Deliver exceptional IT support to One Medical employees.
• Serve as the first point of contact, accurately documenting support calls and resolutions in the ticketing system.
• Respond to and troubleshoot IT requests via phone, chat, and tickets, ensuring timely and efficient support.
• Collaborate with the IT support team for effective technical issue diagnosis and resolution.
• Provide remote support, addressing all incidents professionally and efficiently.
• Install and configure hardware/software across Windows, macOS, and Chrome OS environments.
• Ensure compliance with security standards and HIPAA regulations.
• Contribute to and maintain the IT knowledge base, keeping documentation accurate and current.
• Assist in workflow improvements and operational efficiencies.
• Adhere strictly to shift schedules and maintain punctuality.
• Be willing to work flexible shifts, including after-hours, weekends, and holidays.
• Ability to occasionally report to Amazon corporate sites with 24 hours notice.

Basic Qualifications

• 1+ years of Windows Server technologies experience (AD, DFS, Print Services, SCCM).
• 2+ years of troubleshooting experience in multi-user, high-availability environments.
• 2+ years of PC repair, troubleshooting, deployment, and liquidation experience.
• 1+ years of IT client, server, and network service delivery experience.
• 2+ years of networking experience (DNS, DHCP, SSL, OSI Model, TCP/IP).
• 2+ years of corporate setting Windows, Mac, or Linux Operating systems support experience.
• 2+ years of supporting and maintaining a corporate network environment experience.
• High school diploma or equivalent.

Preferred Qualifications

• 2+ years of computer networking experience.
• Experience supporting video conference and teleconference equipment.

Key skills/competency

• IT Support
• Troubleshooting
• Help Desk
• Windows Server
• macOS
• Chrome OS
• Active Directory
• Networking
• Customer Service
• HIPAA Compliance