IT Support Specialist

Anew Health is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of Exact Care and Tabula Rasa Health Care, we provide a suite of solutions that includes comprehensive pharmacy services;

full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.

Job Details Under the direction of the Director of IT Services, the IT Service Desk Associate provides first level technical support and guidance for Exactcare associates and production pharmacy team by responding to inquiries, troubleshooting and resolving problems for all software and hardware issues; communicate technical issues with team members to research and implement solutions; documents inquiries and resolution in the Service Desk trouble ticketing system;

communicate all changes to appropriate IT management; keeps skills in relevant technologies up to date and takes steps to constantly improve those skills. This position will be based in our Lewisville, TX location.

Exact Care fosters a high-performing environment driven by our Core Values and commitment to our Patient Promise.

Responsibilities Provide front line technical support to employees via calls, chat, email, and remote support

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications

Utilize technical skills, historical records, knowledgebase and other appropriate tools to analyze and diagnose issues

Set up equipment for employee use, performing or ensuring proper installation of appropriate software and all peripheral devices

Clearly document description of issues and troubleshooting work done for escalation, review, and audit purposes

Perform analysis and triage of technology issues including data collection, and (if required) escalation to Tier 2 support teams

Ensure adherence to organizational security practices to protect and control company systems and data Prepare evaluations of software or hardware, and recommend improvements or upgrades

Troubleshoot and resolve issues with iOS and Android devices (phone and tablets)
Other duties as assigned.

Education High School diploma or GED required

Experience5+ years of related experience regarding troubleshooting skills, basic networking, active directory and mobile devices

Certifications:

A+ and Network+ (Preferred)
Strong aptitude in Microsoft Office Suite

Experience with Windows Server 2012 and 2016

Experience with Salesforce, OnBase, Cisco Call Manager a plus

Experience with Microsoft Exchange 2013 or higher

Experience with Microst
365 and virtual environments a plus Skills & Abilities

Experience with Microsoft O365, Microsoft server operating systems and Microsoft desktop applications

Basic understanding of cyber security fundamentals and best practices including identity and access management

Experience with virtual environments

Basic understanding and ability to troubleshoot VOIP technologies

Working knowledge of a range of desktop diagnostic and troubleshooting utilities and practices

Exceptional written and oral communication skills

Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

Exceptional customer service orientationITIL fundamental knowledge and experience

Experience in manufacturing/production environments a plus Physical/Mental Demands:
This position is administrative in nature and will present physical demands requisite to a position requiring: hearing, seeing, sitting, standing, talking, and walking. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to commute to multiple site locations within assigned territory.

May be necessary to work extended hours as needed.

Schedule:

This is a full-time position with…