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Tier 1 Service Desk Engineer - Contractor

United States - Remote

Point C is a National third-party administrator (TPA) with local market presence that delivers customized self-funded benefit programs. Our commitment and partnership means thinking beyond the typical solutions in the market – to do more for clients – and take them beyond the standard “Point A to Point B.” We have researched the most effective cost containment strategies and are driving down the cost of plans with innovative solutions such as, network and payment integrity, pharmacy benefits and care management. There are many companies with a mission. We are a mission with a company.

The Tier 1 Service Desk Engineer will be the first point of contact for end-users experiencing technical issues. This role involves troubleshooting, resolving, and escalating issues as necessary, ensuring minimal disruption to our operations. The ideal candidate will have a strong technical background, excellent communication skills, and a customer-focused approach.

Key Responsibilities:

  • Provide first-level technical support to end-users via phone, email, and ticketing systems (SolarWinds and Jira).
  • Troubleshoot and resolve hardware, software, and network issues in a multi-tenant Azure environment.
  • Assist users with Azure Virtual Desktop (AVD) setup, configuration, and troubleshooting.
  • Support VoIP phone systems and Adobe applications.
  • Document and track all support requests and resolutions in SolarWinds and Jira.
  • Escalate complex issues to higher-level support as needed.
  • Maintain a high level of customer satisfaction by providing timely and effective support.
  • Collaborate with other IT team members to identify and implement improvements to the support process.
  • Provide support to various user groups, including claims processors, customer service representatives, and clinical teams.
  • Assist with Salesforce, Cedargate, and web portals that support members, clients, and health providers.

Qualifications:

  • Associate’s degree in information technology, Computer Science, or a related field (or equivalent experience).
  • Previous experience in a technical support role, preferably in a healthcare or TPA environment.
  • Familiarity with Azure, Azure Virtual Desktop (AVD), and multi-tenant environments.
  • Experience with SolarWinds, Jira, and VoIP phone systems.
  • Strong problem-solving skills and attention to detail.
  • Excellent verbal and written communication skills.
  • Ability to work independently and as part of a team.
  • Customer-focused with a commitment to providing high-quality support.

Preferred Qualifications:

  • Certifications such as CompTIA A+, Microsoft Certified: Azure Fundamentals, or similar.
  • Experience with healthcare IT systems and compliance requirements (e.g., HIPAA).
  • Familiarity with Salesforce, Cedargate, and Adobe applications.

Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role.

Pay Transparency

$60,000 - $65,000 USD

Benefits:
  • Comprehensive medical, dental, vision, and life insurance coverage
  • 401(k) retirement plan with employer match
  • Health Savings Account (HSA) & Flexible Spending Accounts (FSAs)
  • Paid time off (PTO) and disability leave
  • Employee Assistance Program (EAP)

 

Equal Employment Opportunity: At Point C Health, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business—and our society—stronger. Point C Health is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

 

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