Information Systems Specialist

Boston, MA, United States

Company Overview:

Cohere Health is illuminating healthcare for patients, their doctors, and all those who are important in a patient’s healthcare experience, both in and out of the doctor’s office. Founded in August 2019, we are obsessed with eliminating wasteful friction that patients and doctors experience in areas that have nothing to do with health and treatment, particularly for diagnoses that require expensive procedures or medications. To that end, we build software that is expressly designed to ensure the appropriate plan of care is understood and expeditiously approved, so that patients and doctors can focus on health, rather than payment or administrative hassles.

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

Ability to work a Hybrid schedule (2-3 days a week) in our Boston office. This will be a Monday to Friday, 8AM-5PM schedule.

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 $50,0000 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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