Technology Service Desk Analyst at VillageMD

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Why VillageMD? 

VillageMD is changing the trajectory of healthcare by empowering primary care physicians to make informed decisions and engage patients in meaningful ways. We work with thousands of clinicians and healthcare disruptors across the country to build and contribute to our platform to improve patient health while driving down the cost to deliver it. 

We are a mission-oriented organization and are thrilled about the work that we do every day. We’re transparent, collaborative, and relentless in pursuit of our mission, all while doing so with humility and a low ego. We believe that diverse backgrounds and experiences create the best opportunity for innovation and the community that we are creating is greater than any individual. 

Do you love solving problems by deploying and maintaining technology that makes life simpler and more productive for our colleagues? If so, we want you to join our Technology Operations team here at VillageMD. 

What are examples of work that the Service Desk Analyst, Technology Service Desk will do at VillageMD? 

  • You will be the Single Point of Contact for all Service Desk calls and inquiries.  
  • Troubleshoot and resolve incidents and service requests via Service Desk ticketing system.
  • Level 1 support for all PC/laptops/Macs, printers within the enterprise environment.
  • Level 1 support for all applications and determine escalation paths when necessary.
  • Coordinate end to end resolution of incidents/service requests, escalating to other teams and providing follow up.
  • Utilize ITSM tools (ticketing system) to track and document all support incidents utilizing priority level definitions and SLAs. 
  • Contribute to the development of an internal knowledgebase.
  • Participation with maintaining inventory of hardware, software, and support assets.
  • Demonstrate Customer Service and Troubleshooting skill sets.
  • Ability to balance and prioritize multiple projects and remain calm under pressure.
  • Experience working with a multi-tiered ticket handling system.

What will make you successful here? 

  • Be a leader that gains trust by digging into the details and taking personal accountability for the services and your actions
  • Utilize 3 pillars of IT Service Management – Customer Service, Teamwork/Collaboration, and Technical Skillset. 
  • Continuously create value with every customer interaction. 
  • Think clearly, communicate concisely, and collaborate always.  
  • Thrive in a fast-paced environment, find peace in chaos, and absorb information quickly to create a plan.  
  • A low ego.  

The following experience is relevant to us: 

If you have experience facilitating ITIL principles for Incident Management AND you have passion for providing World Class Customer Service, then let’s talk about this role.   

  • Strong understanding of ITIL Service Management.
  • ITIL Certification is a plus
  • World class customer service skills
  • Networking experience including understanding of VPN, LAN, and wireless 
  • Experience in IT Service Desk operations and incident management processes using a Call Management System.
  • Familiarity with Jira and Confluence a huge plus  
  • Strong written, oral communication and presentation skills is an absolute must.
  • Strong understanding of user authentication, permissions, and encryption.
  • Strong understanding of:
    • Microsoft Active Directory
    • Active Directory User Management
    • Group Policy Management
    • Office 365 and Azure cloud services
  • Associate degree in Computer Science, Information Systems, or related field. 

How you will thrive

In addition to competitive salaries, a 401k program with company match, bonus and a valuable health benefits package, VillageMD offers paid parental leave, pre-tax savings on commuter expenses, and generous paid time off. You work in a highly-collaborative, conscientious, forward-thinking environment that welcomes your experience and enables you to make a significant impact from Day 1.

Most importantly, you make a difference. You see a clear connection between your daily work on VillageMD products and services and the advancement of innovative solutions and improved quality of healthcare for providers and patients.

Our unique VillageMD culture – how inclusion and diversity make the difference

At VillageMD, we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • FlaskFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • Neo4jDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • TeradataDatabases

An Insider's view of VillageMD

What's the biggest problem your team is solving?

Aggregating disparate sets into one consumable interface is difficult. We constantly think about how to solve it faster and better while keeping it flexible and scalable.

Mario

Principal Software Engineer

What makes someone successful on your team?

It’s an individual’s willingness to get into the details, fully understand the current path to delivery, and think critically about the problems that face providers today that will make them successful at VillageMD.

Dave

Director, Product Development

What’s the vibe like in the office?

The office vibe is centered on holding our work to high standards while maintaining an environment focused on fun and collaboration. My coworkers and I will often be working on completely unrelated projects, but when we hit a roadblock we step back and ask each other for feedback and help. That’s usually when we find the best solutions.

Emily

Healthcare Informatics Analyst

What are VillageMD Perks + Benefits

VillageMD Benefits Overview

We offer competitive bonus, great benefits, generous PTO, strong parental leave policy, and 401k with a match. We are conveniently located near Metra and L trains, and offer commuter benefits. We offer schedule flexibility and work from home options. And, last but certainly not least: loads of snacks and fresh ground whole bean coffee!

Culture
Volunteer in local community
Partners with Nonprofits
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Customized development tracks
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