Associate IT Operations Analyst
Healthcare AI company automating prior authorization and utilization management.
Boston, Massachusetts, USA
About Cohere Health
Cohere Health (coherehealth.com) is a Boston healthcare technology company whose AI-driven platform automates prior authorization and care coordination for health plans.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide frontline IT support, fulfill and escalate service requests, manage tickets, document systems and services, track IT assets, support remote call center operations, assist Systems Administrators and Project Managers, package equipment for onboarding, communicate technical solutions, support enterprise architecture integrations, and process user onboarding and offboarding.
Requirements
- 2-3 years of Mac and PC desktop support experience
- MCP or A+ certification
- Working knowledge of Google Workspace, Zoom, AWS, JIRA, and Confluence
- Experience supporting Mac OS and Jamf
- Understanding of networking technologies, configurations, and security
- Experience configuring and troubleshooting enterprise wireless devices including iOS and Android
- Working knowledge of VOIP concepts
- Experience with ticketing systems and security-related incidents
- Experience supporting a remote distributed workforce
- Excellent communication and writing skills
- Time management skills
- Ability to work independently and within a team
- Organizational, prioritization, analytical, troubleshooting, and critical thinking skills
Responsibilities
- Deliver service to staff within established standards, procedures, and guidelines
- Fulfill service requests in a customer-service-oriented manner
- Monitor, respond to, and escalate service issues
- Follow ticketing procedures and best practices
- Use customer service KPI metrics to improve support performance
- Improve and develop documentation for systems and services
- Participate in training on existing and new technologies
- Manage inventory and track IT assets
- Support a remote call center environment
- Assist Systems Administrators with daily activities and projects
- Provide technical knowledge and assistance to Project Managers
- Package and ship IT equipment for onboarding new employees
- Work cross-functionally to resolve IT issues and build systems functionality
- Communicate complex technical solutions to management
- Provide integration support for enterprise architectures
- Process user onboarding and offboarding