IT Support Specialist - Longevity Health Plan

General Purpose: The individual holding this position is required to support and demonstrate their commitment to the Longevity Health Statement of Purpose, which is: To improve the health and quality of life of nursing home residents by caring for their unique medical, social and emotional needs.

Join a growing, innovative, and dynamic IT team working in the healthcare space. This position is a key team member; the IT Support Specialist will be responsible for being the primary point of contact and triage for all clinicians and Longevity team members involving information technology at LHP. The IT Support Specialist will be capable of thoroughly triaging user problems that come into the helpdesk either by email, phone/text, or the JIRA ticket tracker. The IT Support Specialist will manage and track, through JIRA ticketing system, every issue that comes across their desk. Many of the straightforward problems the IT Support Specialist can handle themselves, as listed in the Key Tasks and Responsibilities section. Issues that are not straightforward would either be escalated to the LHP IT Application Support Team or to the third-party IT support organization. In any case, the IT Support Specialist’s job is to be a positive point of contact with great customer service, ensuring that every issue is resolved. In addition, the IT Support Specialist job would manage all LHP devices from an inventory standpoint, acquisition, refresh/reimage, data management, and replacement when needed. The IT Support Specialist would provide basic training for the LHP team members on standard tools used at LHP, as outlined in the Key Tasks and Responsibilities section. The IT Support Specialist will also manage the entire process to set up new employees’ devices.

Key Tasks and Responsibilities:

• First contact point for clinical and nonclinical problems originating from:
• Emails
• Phone calls, Text Messages
• JIRA IT ticket system/ tracker
• Perform triage of user problem by assessing issues and determining the best course forward; full resolution or escalating to another team member or outsourced PC support vendor.
• Maintain ticketing system including ensuring that every ticket is being managed in a timely manner and has an ultimate resolution.
• Process/Solve common quick kill problems (ex: password resets).
• Training and education for the clinicians and other Longevity team members.
• Management of mobile device management (Cisco MDM).
• Implement policies for pushing updated applications onto iPhones and laptops (ex: recent need was to push out Tiger Connect to every iPhone in the clinical team).
• Management of IT core functions, including:
• Basic email (Microsoft 365)- new users, existing users, lost folders.
• iPhones and MiFis on Verizon data plans.
• Equipment inventory tracking – updated locations on every device purchased with full inventory including serial number, model number, user, date of last service/updates.
• Assist with enforcement of Longevity policies (including security measures).
• Assist with equipment refresh/reimaging procedures.
• Assist with the shipping, tracking, and recovery of LHP equipment.
• Technical communication and tactical operations communication with LHP third-party partners-set up including passwords/user accounts, access to SSRS when needed.
• Perform remote wipe on iPhone and laptop for lost devices or terminated employees.
• Terminate access to email and other LHP systems upon termination of employees.
• Set up new users:
• Assist with ordering equipment - laptop, MiFi, printer, iPhone and others as needed.
• Receive/Inventory/Secure Storage of Equipment – assist with imaging/set up of computers and iPhones.
• Perform stellar White Glove customer service for each new employee to ensure that every aspect of their IT devices is set up and working properly.
• Performs other related duties as assigned.

Licensure:

• There are no licensure requirements for this position.
• Auto liability insurance coverage per minimum required by home state.

Education and Training:

• Two-year Associates degree in IT required.
• IT certifications preferred.

Knowledge and Experience:

• Stellar Customer Service
• Functional understanding of various technologies
• General understanding of IT devices such as PC/laptop/iPhone

Company Overview:

Founded in 2018, Longevity Health started as an Institutional Special Needs Plan (ISNP), a type of Medicare Advantage health plan that addresses significant unmet needs of long-term institutionalized members who reside in nursing homes.  Through rapid growth from 2018 to 2022, we expanded our market footprint and currently offer ISNP Medicare Advantage plans in Colorado, Florida, Illinois, Michigan, New Jersey, New York, and North Carolina. 

In 2023, we expanded our service offerings to the broader health plan market.  In addition to our existing markets where we are both the ISNP and the care management team, we are now partnering with National Carriers on their offered ISNP plans in Ohio, Pennsylvania, upstate New York, Georgia, South Carolina, and Texas, with implementations in progress for several other additional US states. This allows us to utilize our core skills of supporting clinical post-acute needs of this vulnerable senior population Currently 13 markets and expanding rapidly.

Company Disclaimers:

Longevity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

It is the policy of Longevity Health to follow Federal and / or State regulations surrounding COVID vaccinations.  While CMS guidelines have been relaxed, there are some LHP facilities which will still require staff be vaccinated in an effort to protect the health of the members / patients we serve.  If your assigned location(s) require all staff to be fully vaccinated, you are required to obtain and / or provide documentation related to your COVID vaccination.  To confirm whether your assigned location(s) require COVID vaccinations, please refer to the Facility Guide Job Aid located on Longevity Health Plan’s intranet site. 

The Company will engage in an interactive process with individuals who cannot be vaccinated for medical or sincerely held religious beliefs to determine if a reasonable accommodation can be made. While an exemption/accommodation may be initially granted, if at any time during employment, it is determined that an exemption/accommodation that has been granted is no longer considered a reasonable accommodation, it can result in employment with the Company ending.

Candidates must meet the Company’s hiring criteria which include a pre-employment background and drug screening.

Longevity Health offers a competitive compensation and benefits package which includes medical, dental, vision, short and long-term disability, life insurance, and 401(k).

Submission of false information during the application process may result in immediate termination of employment without notice.