Service Desk Associate, Garner Health
$95-130k
+ Eligible to participate in our equity incentive
More information about location
3 days a week in office (New York City, NY)
Data-powered doctor search tool
Be an early applicant
Data-powered doctor search tool
101-200 employees
Be an early applicant
$95-130k
+ Eligible to participate in our equity incentive
More information about location
3 days a week in office (New York City, NY)
101-200 employees
Company mission
To transform the healthcare economy, delivering high quality and affordable care for all.
Role
Who you are
- This role is a great fit for an experienced associate or an exceptional performer in an entry-level position who is ready to take the next step in their career on a forward-thinking IT team in a fast-growing company
- 3+ years of experience in an IT service desk or IT support role, preferably in a high-growth startup environment
- Proficiency with a cloud-forward and SaaS-heavy IT approach
- Hands-on experience administering identity providers (Okta Certified Professional preferred) and core SaaS applications (Google Workspace, Slack, Atlassian)
- Familiarity with mobile device management (MDM) systems (Jamf, Intune; Jamf 100 certification preferred)
- Experience managing office network hardware (e.g., Ubiquiti UniFi) including switches, access points, and firewalls, with a strong understanding of core networking protocols (DNS, DHCP, VLANs) (Unifi certification a plus)
- Excellent written and verbal communication skills, with a focus on clear and concise support documentation
- Possess a proactive, hands-on approach and a commitment to collaborative problem-solving
- Proficient in time management and task prioritization to consistently meet service level agreements and team targets
- Maintain a calm and professional attitude when interacting with employees, even in challenging situations
- Familiar with low-code automation tools (e.g., Okta Workflows, Zapier, etc) and have experience with compliance frameworks including HITRUST, SOC 2, and HIPAA
What the job involves
- Garner is seeking a highly capable and detail-oriented Service Desk Associate to join our IT Services team as a foundational member of our small and growing group
- You will serve as the first point of contact for employee support and will be responsible for a wide range of support issues, from day-to-day ticket resolution to managing hardware and contributing to our knowledge base
- You will also have the opportunity to learn about maintaining core infrastructure and processes and help implement foundational frameworks to scale our operations securely and efficiently
- Serve as the first-touch for support tickets and provide L1 and L2 support for a wide range of requests and escalations
- Administer the complete lifecycle of our hardware for employee onboarding and off-boarding, including shipping and receiving equipment and maintaining inventory
- Administer day-to-day operations in core IT systems such as Okta, Google Workspace, Atlassian, Zoom, and Slack
- Proactively document new escalation paths and troubleshooting steps, and contribute to maintaining internal knowledge base articles and standard operating procedures (SOPs)
- Drive ticket resolution for a backlog of support escalations, helping to establish and maintain SLA targets and improve quality of service
- Administer user lifecycle processes including provisioning, de-provisioning, access audits, and role-based access control (RBAC)
- Administer and support our conference room technology and A/V equipment (primarily Zoom Rooms)
- Technologies we use:
- FreshService, Okta Workforce Identity, Okta Workflows, Jamf Pro, Intune/O365, Google Workspace, Airtable, Retool, Atlassian Jira, Slack, Zoom & Zoom Rooms, Snowflake, Looker, Salesforce, AWS, Datadog
Our take
An overworked US healthcare system has resulted in long waits and expensive prices. Due to rising costs, the health insurance industry often leads to patients not accessing the care that they need. Garner Health creates digital services that allow patients to find a medical expert that fits their specific needs, whatever their insurance circumstances are.
The startup provides an app that analyses local health-insurance claims history through AI. This data is used to recommend local medical professionals that will work with a patient's circumstances whilst providing direct communication channels for liaising. This helps patients to identify the highest-quality doctors and helps doctors improve how they practice medicine.
Despite other companies providing similar bespoke healthcare services, Garner Health shows a cutting edge by partnering with patient employers. This provides the financial incentive that employers must cover all or a portion of medical expenses, making healthcare financially accessible for all involved. The company has good funding at its back, and in 2022 partnered with Marathon Health towards reducing the inefficiencies of specialty referrals.
Steph
Company Specialist at Welcome to the Jungle
Insights
142% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Dec 2021
$45m
SERIES B
Feb 2021
$12.5m
SERIES A
Total funding: $61.3m
Company HQ
Flatiron District, New York, NY
Leadership
Nick Reber
(CEO)They studied Mathematics at Brown before joining Bridgewater Associates as a Senior Investment Associate in 2006. Left Bridgewater in 2016 to join Oscar Health's Leadership Team. Founded Garner in 2018.
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