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IT Support Specialist

IT | Indianapolis, IN | Full Time

Job Description

IT Support Specialist

About Us:

At Healthx, we put our nearly 20 years of industry experience and best practices to work to serve the needs of more than 200 healthcare payers representing 24 million members and 700,000 providers. We develop and implement secure, cloud-based member-centric digital portals that connect payers with members and providers. We partner with commercial health plans, third-party administrators, employers and brokers to build comprehensive, configurable solutions that improve clinical, operational and financial performance. Through our platform, our customers can close gaps in care, achieve regulatory compliance, improve quality ratings and reduce costs. Our customers achieve a rapid return on investment by moving more transactions from costly channels to efficient online portals. For more information, visit


The IT Support Specialist will have the opportunity to create and own the end-to-end IT experience of Healthx employees.  You will provide exceptional customer service and technical support for both onsite and remote employees. You will triage, resolve, and escalate (when necessary) users’ technical issues related to common desktop productivity applications, Healthx specific applications, browser and driver issues, and common hardware (PC, MAC, keyboards, pointing devices, printers, scanners). You will support ancillary systems and devices including conferencing systems and mobile devices. You will setup new users including system and hardware setup; lockout resolution; and software maintenance and upgrades. Timely initiation and maintenance of communication with users is expected in this position; customer service and technical skills are equally important. 


  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a kind and professional attitude
  • Analyzes and resolves incidents regarding use of application software or hardware. Logs and tracks incidents from identification through resolution.
  • Recommends and implements improved process and best practices in the realm of internal IT support
  • Maintains and protects confidentiality with regard to all aspects of employee information
  • Diagnose and resolve software and hardware issues across a range of software applications
  • Install and configure IT equipment such as desk and mobile phones, desktops, laptops, and printers
  • Manage delivery of Desktop Support services for all local and remote users
  • Guide and assist users with simple, step-by-step instructions
  • Continually provide updates to all users regarding IT issues in a prompt and professional manner
  • Accurately prioritize, update and document service requests and solutions in a service log
  • Monitor, upgrade, plan and recommend company software and systems accordingly
  • Manage IT equipment tracking documents
  • Follow up with other support staff or service resources involved in resolution to ensure incidents are resolved, and the customer communication is complete. Document resolutions and updates self-help and staff knowledge bases.
  • Installation and configuration of end-user applications
  • Backup of system files and business data
  • Maintaining system-related documentation, policies, and procedures
  • Configuration and management of network services (i.e. DNS, DHCP, IIS, etc.)
  • Installing and managing network devices (hubs, switches)
  • Adding users and Groups to network environment
  • Setting permissions on network resources
  • Troubleshooting network communication issues, network services, and end user network connectivity
  • Troubleshooting end-user application issues
  • Upgrading end-user workstation hardware and software


  • Experience supporting employees in an internal IT support role
  • Passion for all things IT - takes initiative to stay informed of new trends
  • Personal organization and strong analytical and problem-solving skills
  • Excellent communication skills, both written and verbal
  • Exceptional interpersonal skills, with a focus on rapport-building, listening & questioning skills
  • Detail-oriented and organized; able to juggle multiple priorities effectively
  • Experience working in a team-oriented, collaborative environment
  • Willingness to learn and grow in a fast moving high demanding environment
  • Ability to perform remote troubleshooting and provide clear instructions
  • Experience configuring, re-imaging and deploying office automation products
  • Knowledge of network security practices and anti-virus programs
  • General understanding of IT networks and servers
  • IDS experience, FTP server experience, PGP experience is a plus
  • Employee Attributes: Good Judgement, Responsive, Accountable, Positive Attitude, Humility, Integrity, Collaborative, Self-Starter


  • Excellent benefit package that includes medical, dental, vision, life, disability, and 401k benefits as well as paid time off and holidays
  • Opportunity to work with an excellent technology team
  • Employee Bonus Plan