IT Support Analyst

GoHealth Intro: As a leading health insurance marketplace, Go Health’s mission is to improve access to healthcare in America. For customers, enrolling in a health insurance plan is confusing and difficult, and seemingly minor differences between plans can lead to significant out-of-pocket costs or lack of access to critical medicines and even providers. We use our technology, agents, and expertise to cut through the confusion and get customers enrolled in a plan with the right coverage and benefits.

Why Apply: GoHealth has established a culture where our employees are empowered, engaged, and inspired. We are looking for builders who will contribute to the long-term health of the company. We also understand that you may not check every box in our requirements list, most applicants don’t! In fact, frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. GoHealth encourages you to break that statistic and to apply today!

About the role:

GoHealth is looking for a IT Support Analyst to join its IT Operations team. You will be responsible for providing and improving GoHealth’s support processes. Overall goals of this role will consist of 1) improving the IT customer support experience 2) decrease the time to resolution for support requests. This role will directly report to our Manager of IT Tier 1 Support.

About the team:

The department is comprised of analysts, specialists, infrastructure, and security team members, all focused on addressing strategic questions for GoHealth. Teaching, mentoring, and curiosity are all fundamental to our culture.  The goal is to develop a balanced team with expertise from multiple disciplines

What you’ll do:

• Monitor and respond quickly to incoming requests through support tickets and support calls.
• Resolve issues within applications, hardware, software, security, and system failures.
• Identify and learn appropriate software and hardware used and supported by our company.
• Work with other GoHealth teams to implement system enhancements and bug fixes.
• Provide customer service to multiple users at once and problem-solve while working through the resolution of support tickets within a timely manner.
• Team collaboration: Work within our network of teams to resolve user issues, and work with other IT Operation members.

What we’re looking for:

• Bachelor's or Associate's degree in Information Technology, related field or applicable equivalent work experience.
• 1+ years of experience in a customer-focused end-user IT Support role.
• Strong knowledge of Windows Operating Systems, MacOS, and O365.
• Knowledge of TCP/IP, DHCP, DNS, LAN and basic VoIP concepts.
• Experience working in JIRA ticketing system or similar
• Dexterity with the ability to lift at least 25lbs, move and manipulate computers and servers, climb under desks to pull network and power cables, and other associated physical activities as-needed basis.
• Available to assist with evening and weekend support.

Benefits and Perks:

• Open vacation policy because work life balance is important
• 401k program with company match
• Medical, dental, vision, and life insurance benefits
• Paid maternity and paternity leave
• Professional growth opportunities
• Generous employee referral bonuses
• Employee Resource Groups
• GoHealth is an Equal Opportunity Employer

Location: Onsite/Hybrid

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