Job Description

Company Overview:

Cohere Health is a fast-growing clinical intelligence company that’s improving lives at scale by promoting the best patient-specific care options, using leading edge AI combined with deep clinical expertise. In only four years our solutions have been adopted by health insurance plans covering over 15 million people, while our revenues and company size have quadrupled.  That growth combined with capital raises totaling $106M positions us extremely well for continued success. Our awards include: 2023 and 2024 BuiltIn Best Place to Work, Top 5 LinkedIn™ Startup, TripleTree iAward, multiple KLAS Research Points of Light, along with recognition on Fierce Healthcare's Fierce 15 and CB Insights' Digital Health 150 lists.

Opportunity Overview:

The Cohere IT team administers systems with a holistic approach and is responsible for the study, design, development, implementation, support, and management of telecommunications and computer-based information systems and software. Providing support to our colleagues who utilize Cohere Health systems in their day-to-day responsibilities and operations is a key function of the IT team.

It is our aim to ensure a friendly working environment while scaling solutions to provide secure and efficient technology to all Cohere employees. IT is the backbone of our business, the underlying structure that reinforces Cohere’s growth, and propels this world-class organization to perform at the highest levels.

The Cohere IT team is currently seeking a Information Systems Specialist to be part of the day-to-day frontline that provides, supports and maintains the availability of services and infrastructure within the company’s corporate environment.

Desktop Support Technicians are responsible for learning, maintaining, and documenting information pertaining to systems, software, applications, and processes used across the organization. All internal support requests are their responsibility to respond to or escalate to Systems Administrators, as necessary.

Last but not least: The ideal candidate will thrive in a fast paced startup with the ability to wear many hats while prioritizing customer focus. People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone. 

What you'll do:

• Work within Cohere’s established standards, procedures and guidelines in delivering service to staff
• Fulfill service requests in a highly customer-service oriented manner
• Monitor, respond to, and escalate service issues in a timely manner
• Follow proper ticketing procedures and best practices
• Use customer service KPI metrics (ex: first response time, time to resolution, etc.) to achieve goals and improve support performance
• Improve existing and develop new documentation for systems and services
• Participate in training to develop and maintain knowledge in existing and new technologies
• Assist with inventory management and asset tracking
• Support a remote call center environment
• Support Systems Administrators with day-to-day activities and projects
• Work with Project Managers to provide technical knowledge and assistance
• Package and ship IT equipment to assist in onboarding new employees
• Work cross functionally with all departments to assist with IT issues as well as build out systems functionality
• Communicate complex technical solutions to all levels of management
• Provide integration support for the development and implementation of Enterprise architectures to meet new and evolving client requirements
• Process onboarding and offboarding of users to various systems, streamlining and documenting existing workflows. 

What you'll need:

Background

• 2-3 years Mac & PC desktop support experience in a fast-paced environment [university or professional]
• MCP or A+ certification

Skills

• Working knowledge of corporate cloud environments with the following systems: Google Workspace, Zoom, AWS, JIRA, Confluence
• Experience in providing desktop support for MAC OS, including support services such as 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 cloud computing virtual private networking (EC2, AWS) is a plus
• Practical hands on experience assisting internal users with Information Systems and troubleshooting technical issues 
• Ability to work with ticketing systems and manage security related incidents
• Experience supporting a remote, distributed workforce
• Excellent communication and written skills
• Time management skills and ability to meet deadlines
• Ability to work both independently and within a team
• Must be willing to learn and grow IT skillsets as the business evolves
• Understand business implications of decisions and have ability to exhibit sound and accurate judgment
• Excellent organizational skills with the ability to multitask, prioritize and manage time effectively while also ensuring accuracy of work through close attention to detail
• Strong analytical, troubleshooting and critical thinking skills
• Proven ability to work in a fast paced environment with changing priorities and tight deadlines
• Ability to learn new MIS systems, implement and support them

*** This role will be hybrid (2-3 days per week) in our Boston, Massachusetts office. *** 

We can’t wait to learn more about you and meet you at Cohere Health!

Equal Opportunity Statement: 

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all.  To us, it’s personal.

The salary range for this position is $50,000 to $65,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.

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