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IT Support Associate II, One Medical IT Support

Description

One Medical is a primary care solution 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 transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks. Our seamless in-office and 24/7 virtual care services, on-site labs, and programs for preventive care, chronic care management, common illnesses and mental health concerns have been delighting people for the past fifteen years.

In February 2023 we marked a milestone when One Medical joined Amazon. Together, we look to deliver exceptional health care to more consumers, employers, care team members, and health networks to achieve better health outcomes. As we continue to grow and seek to impact more lives, we’re building a diverse, driven and empathetic team, while working hard to cultivate an environment where everyone can thrive.

We’re looking for a passionate IT Support Associate to ensure that our clinical teams, administrators and corporate staff have the IT support they need to perform their jobs efficiently.

In this role, you will report directly to the IT Manager, providing technical assistance and troubleshooting for internal users across our nationwide network of medical offices. As part of the One Medical IT Technical Services Team, your main responsibility will be monitoring the phone, chat, and ticket support queues, resolving technical issues, and ensuring seamless IT operations.

This position offers the opportunity to tackle a variety of technical challenges while working alongside a dedicated and mission-driven team.

Key job responsibilities
Deliver exceptional IT support to One Medical employees.

• Serve as the first point of contact for One Medical users, documenting support calls and resolutions using our ticketing system.
• Respond to and troubleshoot support IT requests via phone, chat and ticketing system, ensuring timely and efficient support.
• Collaborate with a dedicated IT support team to diagnose and resolve technical issues.
• Provide remote support to employees, ensuring all incidents are addressed in a professional, timely and efficient manner.
• Install and configure hardware/software issues across Windows, macOS and Chrome OS environments.
• Observe and ensure compliance with security and system configuration standards as well as HIPAA regulations.

• Contribute to and maintain the IT knowledge base, ensuring documentation is accurate and up to date.
• Assist in workflow improvements.

• Adherence to shift schedules and timeliness are key requirements.
• Willingness to work flexible shifts and scheduling, weekends, and holidays.
• Must be willing and able to occasionally come to Amazon corporate sites with 24 hours notice.

Basic Qualifications

- Strong troubleshooting and diagnostic skills
- Exceptional customer service skills.
- Knowledge of Microsoft Windows, Apple OSX and Chromebooks

Preferred Qualifications

- Knowledge of Okta, Google Workspace admin, Ivanti, Kaseya, ServiceNow, Global Protect, and JAMF
- BS in Computer Science or equivalent experience.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Average salary estimate

$70000 / YEARLY (est.)
min
max
$60000K
$80000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About IT Support Associate II, One Medical IT Support, Amazon

One Medical is on the lookout for an enthusiastic IT Support Associate II to join our dynamic team in Ohio. As a part of One Medical, you won't just be filling a role; you'll be playing a crucial part in transforming the healthcare experience for both patients and providers. In this role, you'll be the first line of defense, providing exceptional IT support to our clinical teams, administrators, and corporate staff. Your troubleshooting skills will shine as you tackle a range of technical challenges, helping users across our nationwide network resolve issues efficiently. Reporting directly to the IT Manager, you'll manage phone, chat, and ticket support queues, ensuring all requests for assistance are addressed promptly. Your day may include everything from installing software to resolving hardware issues across various operating systems like Windows, macOS, and Chrome OS. Working collaboratively with our dedicated IT team, you'll contribute to the maintenance of our IT knowledge base, ensuring that documentation is accurate and helpful. And with flexible scheduling options, including potential weekend and holiday shifts, this role offers both variety and the chance to be part of something bigger. If you're passionate about technology and eager to support a mission-driven organization, the IT Support Associate II role at One Medical could be your next big step.

Frequently Asked Questions (FAQs) for IT Support Associate II, One Medical IT Support Role at Amazon
What are the main responsibilities of an IT Support Associate II at One Medical?

As an IT Support Associate II at One Medical, your primary responsibilities include providing first-level support to internal users across our medical offices, troubleshooting IT requests via phone, chat, and ticketing systems, and documenting all support interactions. You will be responsible for installing and configuring software and hardware, ensuring compliance with security standards, and contributing to maintaining our IT knowledge base.

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What qualifications are needed for the IT Support Associate II position at One Medical?

To qualify for the IT Support Associate II position at One Medical, you should possess strong troubleshooting and diagnostic skills, exceptional customer service abilities, and knowledge of operating systems including Microsoft Windows, Apple OSX, and Chromebooks. Preferred qualifications include familiarity with tools like Okta, Google Workspace admin, and a BS in Computer Science or equivalent experience.

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What kind of environment will I be working in as an IT Support Associate II at One Medical?

As an IT Support Associate II at One Medical, you'll work in a fast-paced, mission-driven environment alongside a diverse and driven team. The position emphasizes collaboration as you work with your colleagues to diagnose and resolve technical issues, all while prioritizing exceptional service for our users.

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What type of IT challenges will I face as an IT Support Associate II at One Medical?

In the IT Support Associate II role at One Medical, you'll encounter a variety of technical challenges, from troubleshooting issues related to hardware and software installations to addressing user support requests. Your experience will be invaluable in maintaining smooth IT operations and continuously improving support processes.

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Will I have flexible work hours in the IT Support Associate II position at One Medical?

Yes, the IT Support Associate II position at One Medical offers flexibility in scheduling. While adherence to shift schedules is essential, you may have opportunities to work various shifts, including weekends and holidays, depending on the team's needs.

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Common Interview Questions for IT Support Associate II, One Medical IT Support
Can you describe your experience with troubleshooting technical issues?

In your response, focus on specific examples where you've successfully identified and resolved technical problems, showcasing your problem-solving process and the tools or methods you used.

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How do you prioritize IT support requests?

Explain your method for categorizing support requests based on urgency and impact on business operations, demonstrating your ability to manage your time effectively under pressure.

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What steps would you take if you encounter a new software tool you are unfamiliar with?

Discuss your approach to learning new software, such as utilizing online resources, consulting documentation, or asking for guidance from more experienced colleagues. This shows your commitment to continuous learning.

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How do you ensure compliance with security and HIPAA regulations?

Discuss your understanding of security protocols and your experience in maintaining compliance, such as following established documentation processes and remaining updated on relevant regulations.

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What is your experience with ticketing systems?

Share your familiarity with any specific ticketing systems you've used, detailing how you tracked support requests, prioritized tasks, and communicated with users through these platforms.

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Can you provide an example of a time you worked as part of a team to resolve a technical issue?

Give a detailed account of how you collaborated with team members, emphasizing teamwork, communication skills, and the successful outcome of the situation.

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What do you believe is the most important skill for an IT Support Associate II?

Highlight customer service skills as crucial, elaborating on the importance of empathy, active listening, and effective communication in resolving users' issues.

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How do you approach remote support for employees?

Discuss your methods for providing remote assistance, such as using remote desktop tools or phone support while ensuring user comfort and clarity in instructions.

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How would you handle a difficult user during a support call?

Explain how you would remain calm, empathetic, and solution-focused when dealing with challenging users. Showcase your ability to diffuse tension and provide reassurance.

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What do you do to stay updated on the latest technology trends relevant to IT support?

Mention specific resources you follow to keep your knowledge current, including online courses, industry forums, or tech blogs, which showcase your commitment to professional development.

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Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking.

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CULTURE VALUES
Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Transparent & Candid
Growth & Learning
Fast-Paced
Collaboration over Competition
Take Risks
Friends Outside of Work
Passion for Exploration
Customer-Centric
Reward & Recognition
Feedback Forward
Rapid Growth
BENEFITS & PERKS
Medical Insurance
Paid Time-Off
Maternity Leave
Mental Health Resources
Equity
Paternity Leave
Fully Distributed
Flex-Friendly
Some Meals Provided
Snacks
Social Gatherings
Pet Friendly
Company Retreats
Dental Insurance
Life insurance
Health Savings Account (HSA)
FUNDING
SENIORITY LEVEL REQUIREMENT
INDUSTRY
TEAM SIZE
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
March 7, 2025

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