Information Technology Support Technician

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Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered Way Finding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey.

Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care.

This is an on site role working in our El Paso, Texas location. Only candidates local to El Paso will be considered at this time.

The IT Support Technician will be responsible for providing day-to-day technical support for Accolade staff in our El Paso office. This includes supporting Windows and Mac desktops, common applications like Microsoft 365, and basic networking and hardware troubleshooting. You’ll work closely with our Service Desk and Infrastructure teams to ensure smooth operations, respond to incidents, and assist with onboarding, equipment setup, and local vendor coordination.

As Accolade grows, this role will help ensure staff in El Paso are equipped with the tools and support needed to do their best work.

A day in the life…

• Provide in-person and remote technical support for staff at our El Paso office, primarily for Windows and Mac workstations.
• Troubleshoot hardware and software issues, including operating systems (Windows 10/11, macOS), Microsoft 365 apps, and collaboration tools (Zoom, Web Ex, Slack).
• Respond to support requests via chat, phone, or ticketing system, escalating as needed to Tier 2 or engineering teams.
• Support local IT needs including setup, configuration, and maintenance of computers, peripherals, printers, and networking equipment.
• Assist with onboarding/offboarding tasks such as account creation, equipment prep, and system access.
• Manage basic network functions like DNS, DHCP, folder and printer sharing.
• Serve as a local point of contact for IT-related matters in El Paso, including equipment ordering and coordination with vendors.
• Maintain accurate documentation of issues and resolutions and contribute to the knowledge base.
• Collaborate with the broader IT team to ensure consistent user support and service levels.

What we are looking for…

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent experience.
• 2–3 years of hands-on experience in a corporate Help Desk or desktop support role.
• Strong troubleshooting skills with Windows 10/11 and Mac OS X.
• Experience with Microsoft Office 365, Active Directory, and remote support tools.
• Basic understanding of networking (IP, DNS, DHCP, VPN).
• Customer service mindset with excellent communication skills.
• Highly organized and dependable; able to manage time and prioritize effectively.
• Ability to lift and set up hardware and troubleshoot basic hardware problems.
• Experience supporting hybrid work environments.
• Familiarity with ticketing systems like Jira or Service Now.
• Previous experience supporting satellite/remote office locations.

The pay range for this position is as follows:

$25.00-$27.00/hour

At Transcarent/Accolade, we are committed to compensation practices that are fair, competitive, and aligned with our mission to support every person’s ability to thrive — at work and in life. The final base pay offered within the posted range is determined based on a candidate’s job-related knowledge, skills, and experience, as well as internal equity and market competitiveness relative to geographic location.

In the United States, we use three geographic pay zones to help guide equitable and market-aligned compensation…