Support, Service Desk II

Overview Are you looking for a purposeful career that will make a difference in the patient community? At CCS, our approach to at-home patient care is redefining chronic care management. We are seeking individuals that will thrive in a patient-centric dynamic environment. If you are an attentive listener, fast-thinker, and problem-solver, with the ability to relate to different people, you are a match for CCS. As a Support Service Desk II, You will help Provide support to internal CCS Medical employees via the Service Desk ACD phone queue and remote control tools on a variety of technical issues. Identifies, researches, and resolves technical problems. Responds to requests for technical support from multiple sources. Accurately documents, tracks and monitors issues in the Service Desk ticketing system to ensure a timely resolution. Must be willign to work on-Site 3 days a week Alaska, California, Colorado, Delaware, Hawaii, Idaho, Maine, Montana, Nevada, New Hampshire, New York, North Dakota, Rhode Island, South Dakota, Vermont, Washington, Wyoming; residents are not eligible. Responsibilities Provides exceptional customer service in a friendly and timely manner to internal CCS employees Primarily responsible for ensuring incoming Service Desk phone and ticket queues are monitored and calls are answered in a timely manner Troubleshoots service requests over the phone and by using remote control tools Remotely installs and configures computer hardware, peripherals, software as needed Schedules hardware repair with appropriate third-party vendors for remote/offsite CCS employees Provides quotes and places orders for hardware and software in a timely and financially responsible manner Records and monitors service requests in a ticketing system with a high degree of accuracy and with excellent documentation. Resolves tickets in a timely manner. Creates and maintains employee accounts and mailboxes in a Windows Active Directory / Microsoft Exchange environment Maintains a high degree of confidentiality at all times due to access to sensitive information Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department Follows all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements Abides by all regulations, policies, procedures and standards Desired Outcomes Maintains positive customer service relationships Represents the organization professionally at all times Demonstrates team behavior and promotes a team-oriented environment Maintains open lines of communication Plans and organizes work effectively and ensures its completion Meets or exceeds all productivity requirements Actively participates in Continuous Quality Improvement Exercises appropriate cost control measure Qualifications Associate’s degree or three or more years’ experience in a related field or equivalent combination of education and/or experience Works with minimal guidance and supervision CompTIA A+ or Microsoft Modern Desktop Administrator Associate certification preferred Familiar with Jira Service Desk ticketing system highly preferred Familiar with common hardware and software used in an office environment Prioritizes tasks and manages time with strong multi-tasking skills Excellent judgment and decision-making skills Values Values Certainty-The lives of the individuals we serve depend on our ability to execute. We commit to doing this every day. Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency. Deliver what you commit to. Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business. Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization. Treat other the way you want to be treated. Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do. Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals. Speak the truth. CCS Medical and EEOC/AA employer. M/F/D/V Company Overview CCS is the strategic partner addressing America's most pressing healthcare challenges through intelligent chronic care management, tackling the $412 billion annual diabetes burden and chronic conditions affecting over 133 million Americans. At the core of CCS's differentiated model is LivingConnected®, a human-led, digitally-enabled clinical solution. PropheSee™—an AI-powered predictive model that identifies non-adherence risk and delivers personalized interventions— is an integral part of this solution, creating a first-of-its-kind platform to improve adherence, enhance clinical outcomes, and help prevent costly hospitalizations. By combining data-driven insights with three decades of industry relationships, CCS is the smart choice for health plans, providers, employers, and manufacturers who believe that value-based care starts by keeping patients healthy and delivers benefits like lower cost of care, improved HEDIS scores, and alleviating provider burnout. CCS's approach extends clinical reach while supporting over 200,000 people nationwide with home-delivered medical supplies and pharmaceuticals annually. Recognized as a Great Place to Work®, and with numerous peer-reviewed publications validating our care management approach, CCS is more than a trusted supplier—we're a partner in transforming chronic care delivery. To learn more about how CCS is addressing today's healthcare challenges, visit ccsmed.com or connect with us on LinkedIn. What We Offer Competitive Salary Bonus/Incentive Opportunities/commission: (if applicable) Comprehensive Benefits: Medical, dental, and vision insurance 401(k) with company match Paid time off (vacation and holidays) Growth & Development: Ongoing training and professional development Work-Life Balance: Remote or hybrid work options (if applicable) Wellness programs and mental health support