IT Support Engineer I - Afterhours Support

About One Medical and Amazon

One Medical is a trailblazing primary care solution, committed to making quality healthcare more affordable, accessible, and enjoyable for everyone. Our innovative approach, combining seamless in-office and 24/7 virtual care, on-site labs, and comprehensive programs, has delighted patients for over fifteen years. In February 2023, One Medical joined Amazon, uniting to deliver exceptional healthcare to a broader audience of consumers, employers, and health networks, striving for better health outcomes. We are building a diverse, driven, and empathetic team, cultivating an environment where everyone can thrive.

We are actively seeking a passionate IT Support Engineer I - Afterhours Support to ensure our clinical teams, administrators, and corporate staff receive the essential IT support needed for efficient operations.

Role Overview

Reporting directly to the IT Manager, this role involves providing crucial technical assistance and troubleshooting for internal users across One Medical's nationwide network of medical offices. As a vital member of the One Medical IT Technical Services Team, your primary responsibility will be managing phone, chat, and ticket support queues, resolving diverse technical issues, and ensuring seamless IT operations, especially during afterhours. This position offers an exciting opportunity to tackle a variety of technical challenges within a dedicated and mission-driven team.

Key Responsibilities

• Deliver exceptional IT support to One Medical employees.
• Provide afterhours support coverage: 9pm to 9am EST, weekends, and holidays.
• Serve as the primary point of contact for One Medical users, meticulously documenting support calls and resolutions in our ticketing system.
• Respond to and troubleshoot IT support requests via phone, chat, and ticketing system, ensuring timely and efficient resolution.
• Collaborate effectively with a dedicated IT support team to diagnose and resolve complex technical issues.
• Provide comprehensive remote support to employees, addressing all incidents professionally and efficiently.
• Install and configure hardware and software across Windows, macOS, and Chrome OS environments.
• Observe and enforce compliance with security and system configuration standards, as well as HIPAA regulations.
• Contribute to and maintain the IT knowledge base, ensuring all documentation is accurate and current.
• Assist in identifying and implementing workflow improvements to enhance efficiency.
• Maintain strict adherence to shift schedules and ensure timeliness.
• Demonstrate willingness to work flexible shifts, including weekends and holidays.
• Be willing and able to occasionally come to Amazon corporate sites with 24 hours notice.

Basic Qualifications

• 1+ years of experience with Windows Server technologies (AD, DFS, Print Services, SCCM).
• 2+ years of troubleshooting experience in a multi-user high-availability environment.
• 2+ years of experience in PC repair, troubleshooting, deployment, and liquidation.
• 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 experience supporting and maintaining a corporate network environment.
• High school diploma or equivalent.

Preferred Qualifications

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