Help Desk Technician

About Curative

Curative is building the future of health insurance with a first-of-its-kind employer-based plan designed to remove financial barriers and make care truly accessible: one monthly premium with $0 copays and $0 deductibles*. Backed by our recent $150M in Series B funding and valuation at $1.275B Curative is scaling rapidly and investing in AI-powered service deeper member engagement and a smart network designed for todays workforce.

Our north star guides everything we do: healthcare only works when people can actually use it. That belief drives every decision we make: from how we design our plan support our members to how we collaborate as a team.

If you want to do meaningful work with a team that moves fast experiments boldly and cares deeply Curative is the place to do it. Were growing fast and looking for teammates who want to help transform health insurance for the better.

Job Overview:
We are seeking a dedicated and tech-savvy Help Desk Technician to join our IT support team. The ideal candidate will have a strong foundation in supporting both Windows and macOS operating systems with hands-on experience managing user accounts and permissions through the Google Admin Console and Microsoft Entra ID/Intune. Familiarity with SaaS applications such as Google Workspace Slack and Zoom is essential along with proficiency in hardware troubleshooting including printers and conferencing technologies. The Help Desk Technician will provide first-line support to end users resolve technical issues and assist with user provisioning device enrollment and account management. This role also involves handling IT equipment shipments and requires the ability to lift up to 45 lbs.

Key Responsibilities:

• Technical Support: Provide efficient and effective first-line support for Windows and MacOS addressing software hardware and network issues reported by end users.
• SaaS Applications: Troubleshoot and support our SaaS application portfolio including Google Workspace and Slack ensuring smooth operation and user assistance.
• Hardware Troubleshooting: Diagnose and resolve issues with hardware such as printers computers peripherals and conferencing technologies to maintain operational efficiency.
• User Provisioning: Assist with user account creation modification and deactivation across various systems ensuring proper access and permissions. This includes preparing IT equipment coordinating shipments and collecting equipment from deactivated employees.
• Ticket Management: Log track and manage support requests using Jira Service Management ensuring timely and effective resolution of issues.
• Inventory Management: Maintain accurate records of IT assets ensuring hardware is tracked and managed effectively.
• Customer Service: Provide excellent customer service responding to user inquiriesand issues with professionalism and clarity.
• Documentation: Maintain detailed and accurate documentation of support activities including troubleshooting steps and resolutions to aid in knowledge sharing and process improvement.
• Collaboration: Work closely with other IT team members to escalate complex issues and contribute to team goals and projects.
• On-Call Hours: Participate in an on-call rotation to provide after-hours support when necessary ensuring uninterrupted IT services and timely resolution of critical issues outside of regular business hours.

Qualifications:

• Experience: Minimum of 3 years in an IT support role or related field.
• Technical Skills:
  • Proficiency in troubleshooting and supporting Google Workspace Microsoft 365/Office applications Zoom Slack and other SaaS applications.
  • Experience with hardware support including printers and conferencing equipment.
  • Hands-on experience supporting both MacOS and Windows endpoints.
  • Familiarity with Mobile Device Management (MDM) tools especially Microsoft InTune and BYOD programs.
• User Provisioning: Familiarity with user account management and provisioning processes including preparing IT equipment coordinating shipments and collecting equipment from deactivated employees.
• Problem-Solving: Strong problem-solving skills with a methodical approach to diagnosing and resolving technical issues.
• Communication Skills: Excellent verbal and written communication skills with the ability to explain technical concepts in an easy-to-understand manner for non-technical users.
• Customer Service: Demonstrated ability to provide outstanding customer service and support in a fast-paced environment.
• Team Player: Ability to work effectively both independently and as part of a team with a collaborative and positive attitude.
• Travel: No more than 25% locally and no more than 10% nationally.

Education:

• Associates degree in Information Technology Computer Science or a related field or
  equivalent work experience.

Certifications:

• Relevant certifications such as CompTIA A Network and Security are beneficial.

Perks & Benefits

• Curative Health Plan (100% employer-covered medical premiums for you and 50% coverage for dependents on the base plan.)

  • $0 copays and $0 deductibles (with completion of our Baseline Visit )

  • Preventive and primary care built in

  • Mental health support (Rula Televero Two Chairs Recovery Unplugged)

  • One-on-one care navigation

  • Chronic condition programs (diabetes weight hypertension)

  • Maternity and family planning support

  • 24/7/365 Curative Telehealth

  • Pharmacy benefits

• Comprehensive dental and vision coverage

• Employer-provided life and disability coverage with additional supplemental options

• Flexible spending accounts

• Flexible work options: remote and in-person opportunities

• Generous PTO policy plus 11 paid annual company holidays

• 401K for full-time employees

• Generous Up to 812 weeks paid parental leave based on role eligibility.