IT Services Specialist II, Service Desk

Founded in 1999 and headquartered in Central Ohio, we’re a privately‑owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to make healthcare simpler and more effective for our millions of members. Our big‑hearted, tech‑savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®.

We’re committed to building diverse and inclusive teams – more than 2,000 of us and counting – so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.

About the role

The IT Services Specialist II will work independently with general supervision to provide in‑depth customer service, end‑user desktop support and technical guidance for internal employees and some support for external users of customer/service facing Web sites and services. This Specialist will interact and collaborate with IT Operations, IT Engineering, and business users regularly to help resolve or elevate issues.

Location:

This position is located at our Dublin, OH campus.

• General troubleshooting and support of company computers, peripherals, and phones by answering users’ questions and resolving issues via telephone, remote sessions or in‑person visits.
• Ticket creation and complex problem resolution based on monitoring ticketing system and answering support calls. Tracking and documenting ticket progress and resolution within ticket tracking system.
• Troubleshooting and maintaining hardware and software required for day‑to‑day operations.
• Provide IT support for projects.
• Replacing and testing hardware and software at user’s desk in office.
• Systems administration including user account creation and maintenance for all end‑user services, internal and external.
• Contribute to team’s technical knowledge base; creating new and maintaining existing documentation.
• User administration in various telecommunication systems for daily operations of business.
• All other duties as assigned.

• Education:
  
  Bachelor’s degree in computer science or related field preferred, or equivalent work experience.
• Certifications:
  
  CompTIA A+, CompTIA N+, Cisco, MCP, MCSE or equivalent.
• Computer skills:
  Systems analysis;
  Microsoft Office applications, Office 365, Windows 11 OS, iOS and Android OS.
• 2 or more years’ experience working with PC hardware and software for installation and advanced support.
• 1 or more years’ experience demonstrating strong customer service and organizational skills.
• Demonstrated ability to interact in a positive, respectful manner, living Quantum Health’s Core Values.
• Ability to work independently and self‑direct with limited need for day‑to‑day supervision.
• Ability to effectively organize, prioritize tasks; multi‑task and manage time.
• Ability to lift 50 pounds.
• A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health’s policies, values and ethics, and to protecting the sensitive data entrusted to us.

• Compensation: Competitive base and incentive compensation
• Coverage: Health, vision, and dental featuring our best‑in‑class healthcare navigation services, along with life insurance, legal and identity protection, adoption assistance, EAP, Teladoc services and more.
• Retirement: 401(k) plan with up to 4% employer match and full vesting on day one.
• Balance: Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more.
• Development: Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings and leadership development.
• Culture: Recognition as a Best Place to Work for 15+ years, dedication to diversity, philanthropy and sustainability, and people‑first values that drive every decision.
• Environment: A modern workplace with a casual dress code, open floor plans, full‑service dining, free snacks and drinks, complimentary 24/7 fitness center…