IT Analyst (Helpdesk)

San Francisco, CA

About Us

One Medical is a primary care platform challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn’t your average doctor’s office. We’re on a mission to radically transform healthcare, which means tackling the frustrations of everyone involved — from patients and providers to employers and health networks. 

Across the country, our members enjoy seamless access to comprehensive care at more than 90 locations across thirteen cities (and counting!) as well as 24/7 access to virtual care powered by intelligent uses of technology. In addition to a direct-to-consumer membership model, we work with more than 7,000 companies to provide One Medical health benefits to their employees.

On January 31, 2020 we marked a milestone with our public listing on Nasdaq, but our work is far from over. As we continue to grow and broaden our impact, we’re building a diverse, driven and empathetic team, while working hard to cultivate an environment where everyone can thrive.

The Opportunity

We’re looking for a passionate user success Heldesk Analyst to join us in making sure all our clinical team, administrators and corporate staff have everything they need to do their jobs everyday from the IT infrastructure.

In this role, you will report directly to the IT Helpdesk Manager and handle Helpdesk, Service Desk, and other support needs from the internal user population that are situated both in our doctor’s offices throughout the Bay Area, and the US. We offer the opportunity to work on solving a wide variety of daily challenges for a diverse and committed cadre of colleagues.

This role includes rotating on-call and after-hours support and will be required to work different shifts as necessary, including possible weekend work. It includes approximately 1 total week of domestic travel per quarter. 

What you'll work on: 

  • Provide exceptional IT Support Services to One Medical employees
  • Respond to support requests via ticketing system, phone calls, emails, live chat, and in person
  • Install and configure Microsoft Windows and Apple Operating Systems, along with associated hardware and software
  • Maintain an inventory of all computing equipment including PCs, monitors, printers, scanners, and other peripheral equipment
  • Participate on IT related projects by planning, testing and executing
  • Be available for rotating on-call after hours support, varied schedules, and possible weekend work
  • Document processes and procedures
  • Assist with improving workflows and inefficiencies

You’ll need:

  • 3+ years experience in a Helpdesk/IT role
  • Solid understanding of troubleshooting/diagnostic methods
  • Exceptional customer service
  • Ability to work unsupervised, as well as with a large team
  • Knowledge of Microsoft Windows, Apple OSX and Chromebooks
  • Experience with office productivity software such as Slack, Box and Google Workspaces(Gsuite)
  • Understanding of basic networking and connectivity -- DHCP, DNS, Cabling
  • Proficiency in basic corporate systems such as Active Directory, VPN, Distribution Lists
  • Exceptional written, oral and interpersonal communication skills
  • BS in Computer Science or equivalent experience

Not required, but would be great if you also had:

  • Knowledge of RingCentral, Ivanti, Kaseya, Cisco, Global Protect, and JAMF

Benefits designed to aid your health and wellness:

Taking care of you today

  • Paid sabbatical after 5 and 10 years
  • Employee Assistance Program - Free confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues
  • Competitive Medical, Dental and Vision plans
  • Free One Medical memberships for yourself, your friends and family
  • Pre-Tax commuter benefits
  • PTO cash outs - Option to cash out up to 40 accrued hours per year

Protecting your future for you and your family

  • 401K match
  • Opportunity to participate in company equity programs
  • Credit towards emergency childcare
  • Company paid maternity and paternity leave
  • Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance
  • Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance

This is a full-time role based in

San Francisco, CA

.

#LI-DP1

One Medical is an equal opportunity employer, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities.

Proof of COVID 19 vaccination is required for employees and contractors who interact with patients, access a shared office space or engage with other team members, except where a medical or religious accommodation applies.