Fallon Health

  • IT Service Desk Support I - Growing Healthcare Organization

    Location US-MA-Worcester
    Posted Date 1 month ago(1 month ago)
    Job ID
    # Positions
    Information Technology
  • Overview

    About Fallon Health:

    Founded in 1977, Fallon Health is a leading health care services organization that supports the diverse and changing needs of those we serve. In addition to offering innovative health insurance solutions and a variety of Medicaid and Medicare products, we excel in creating unique health care programs and services that provide coordinated, integrated care for seniors and individuals with complex health needs. Fallon has consistently ranked among the nation’s top health plans, and is accredited by the National Committee for Quality Assurance for its HMO, Medicare Advantage and Medicaid products. For more information, visit www.fallonhealth.org.





    This position includes receiving, documenting, prioritizing, delegating and actively resolving end user help requests and incidents. Intake queues, including phone, voice mail, email and self-service tickets, must be monitored with proper escalations taken to maintain SLA expectations. Expectation to efficiently triage and resolve routine, quick-fix issues including password resets and deliver courteous over-the-phone instruction. Off-hours end user technical support is required on a weekly rotation basis.



    • Field incoming requests and monitor intake queues to the Service Desk ensuring courteous, timely and effective resolution of end user issues.
    • Document all pertinent end user identification information, including name, department, contact information and nature of problem or request. Accurately communicate all details to assigned technician responsible for resolving the issue.
    • Escalate incidents responsibly to senior team members and alert supervisor of high-priority or complex conditions.
    • Respond to first-call activities where time to resolve is less than five (5) minutes.  
    • Monitor queues and insure that all requests are addressed, assigned and active.
    • Perform post-resolution follow ups to help requests.
    • Respond professionally and positively to customer complaints, problems and challenging behavior while maintaining high level of professionalism and personable customer service.
    • Provide direction to end users in simple terminology that is easily understood by non-technical customers.
    • Manage inventory of loaner equipment and computer accessories.



    • Associates degree in computer science, engineering or related discipline. Other degrees will be considered with appropriate background and experience. Equivalent and work experience may be substituted in lieu of education as determined by management on a case by case basis.
    • Minimum 2-3-years previous experience in a Customer Service position preferably in a call-center environment. Basic understanding of computer technology with good communication, documentation and telephony skills is a requirement.
    • Microsoft Certified Solutions Associate (MCSA) and/or ITIL Foundations certifications preferred but not required.



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