Olive’s AI workforce is built to fix our broken healthcare system by addressing healthcare’s most burdensome issues -- delivering hospitals and health systems increased revenue, reduced costs, and increased capacity. People feel lost in the system today and healthcare employees are essentially working in the dark due to outdated technology that creates a lack of shared knowledge and siloed data. Olive is designed to drive connections, shining a new light on the broken healthcare processes that stand between providers and patient care. She uses AI to reveal life-changing insights that make healthcare more efficient, affordable and effective. Olive’s vision is to unleash a trillion dollars of hidden potential within healthcare by connecting its disconnected systems. Olive is improving healthcare operations today, so everyone can benefit from a healthier industry tomorrow.
Requirements
- Responsible for providing Tier I technical support received through phone calls, Slack channels, and tickets
- Responsible for troubleshooting Windows and Mac OS, various SaaS applications, and hardware support issues by identifying problems, investigating causes, and recommending solutions
- Expected to work with hardware suppliers and software companies used within our environment to investigate problems and resolve issues.
- Troubleshoot and resolve problems to satisfy requests. Do any necessary research and on the job training necessary to resolve incidents in a timely and efficient manner
- Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times
- Participate in projects and initiatives as directed by the Head of IT
- Utilizes customer service skills to establish positive and constructive working relationships
- Administer User and Computer accounts within Azure Active Directory and GSuite
- Provides a high level of customer service when interacting with the user base
- Support and provide feedback to ensure continual process improvement
Qualifications:
- 3+ years of directly related experience supporting help desk operations supporting Windows and Mac operating system environments
- Proven track record in working in fully remote environment
- Excellent verbal and written communication skills
- Experience troubleshooting GSuite, SaaS applications, Azure AD, VPN, Multifactor authentication, etc
- A+, Security+, ITIL Certification or ability to obtain prior to hire
- Ability to work independently in order to solve technical problems
- Excellent writing, communication, and interpersonal skills
- Strong Analytical, troubleshooting and problem solving skills
- Familiarity with resolving remote connectivity issues
- Ability to deal with multiple priorities in a fast-paced environment is a must