What you'll do

In a few words...

Abarca is igniting a revolution in healthcare. We built our company on the belief that with smarter technology we are redefining pharmacy benefits, but this is just the beginning...

Our Infrastructure Operations team is critical for success at Abarca Health. They handle the days in and days out of the entire architecture of our systems from data processing to server updates and stability. Within this team, the IT Service Operations team is geared up for handling all business support tasks, technical issues and software incidents, and keeping our stakeholders' systems and equipment running smoothly.

As Technical Support Analyst you'll handle the internal customer service issues related to systems, network, telecommunications, and Service Desk operations that happen at Abarca! We'll need you and your team to help manage service desk tickets, hardware issues, security collaborations, audit assistance, and be an all-around stellar technical support team.

The fundamentals for the job...

• Manage the user service desk and assist users during troubleshooting and resolving computer and networking issues in a quick and efficient manner.
• Assist supervisor in all department administrative duties, including Abarca new hire training, user guides, department training, ensure guidelines are followed.
• Install and update software upgrades for individual users.
• Provide awesome assistance in procuring IT-related purchases while ensuring compliance with operational policies and procedures.
• Assist, as needed, in maintaining computer operations, network, and telephone capabilities by using a combination of internal resources as well as external vendors.
• Manage user account creation and maintenance such as account lock, password change, and privilege assignment.
• Assist the end user on infrastructure and application-related issues and troubleshooting.
• Provide timely and accurate responses for incidents.
• Monitor progress on support requests and ensure users and other interested parties are kept in the loop.
• Communicate issues and resolutions in a timely manner to clients.
• Notify clients about any down time for systems.

What we expect of you

The bold requirements...

• Bachelor's or Master's Degree in Computer Engineering, Computer Science, Technology, or related field (In lieu of a degree, equivalent relevant experience may be considered.)
• 3 + years of experience in Information Technology Operations or related roles.
• Experience with enterprise software and with hardware (laptops, computers, printers, etc.).
• Experience with Network troubleshooting, Microsoft Active Directory, Office 365, Remote Desktop support, and VPN.
• Experience handling issue resolution and management with internal and external stakeholders using customer service.
• Availability to work rotating or irregular shifts, including weekends and certain holidays, per business or operational needs.
• Excellent oral and written communication skills, bilingual fluency in Spanish and English is required.

Physical requirements...

• Must be able to access and navigate each department at the organization's facilities.
• Sedentary work that primarily involves sitting/standing.

At Abarca we value and celebrate diversity. Diversity, equity, inclusion, and belonging are guiding principles of Abarca and ensure Abarca's workforce reflects the communities it serves. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Abarca Health LLC is an equal employment opportunity employer and participates in E-Verify. "Applicant must be a United States' citizen. Abarca Health LLC does not sponsor employment visas at this time"

The above description is not intended to limit the scope of the job or to exclude other duties not mentioned. It is not a final set of specifications for the position. It's simply meant to give readers an idea of what the role entails.

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