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ITS Associate II - Afterhours (AOM), One Medical IT Support
DESCRIPTION
One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn’t your average doctor’s office. We’re on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks. Our seamless in-office and 24/7 virtual care services, on-site labs, and programs for preventive care, chronic care management, common illnesses and mental health concerns have been delighting people for the past fifteen years.
In February 2023 we marked a milestone when One Medical joined Amazon. Together, we look to deliver exceptional health care to more consumers, employers, care team members, and health networks to achieve better health outcomes. As we continue to grow and seek to impact more lives, we’re building a diverse, driven and empathetic team, while working hard to cultivate an environment where everyone can thrive.
We’re looking for a passionate IT Support Associate to ensure that our clinical teams, administrators, and corporate staff have the IT support they need to perform their jobs efficiently.
In this role, you will report directly to the IT Manager, providing technical assistance and troubleshooting for internal users across our nationwide network of medical offices. As part of the One Medical IT Technical Services Team, your main responsibility will be supporting the phone, chat, and ticket support queues, resolving technical issues, and ensuring seamless IT operations.
This position offers the opportunity to tackle a variety of technical challenges while working alongside a dedicated and mission-driven team.
Key job responsibilities
Deliver exceptional IT support to One Medical employees.
This role is for coverage for afterhours support, 9pm to 9am EST, weekends, and holidays.
- Serve as the first point of contact for One Medical users, documenting support calls and resolutions using our ticketing system.
- Respond to and troubleshoot support IT requests via phone, chat and ticketing system, ensuring timely and efficient support.
- Collaborate with a dedicated IT support team to diagnose and resolve technical issues.
- Provide remote support to employees, ensuring all incidents are addressed in a professional, timely and efficient manner.
- Install and configure hardware/software issues across Windows, macOS and Chrome OS environments.
- Observe and ensure compliance with security and system configuration standards as well as HIPAA regulations.
- Contribute to and maintain the IT knowledge base, ensuring documentation is accurate and up to date.
- Assist in workflow improvements.
- Adherence to shift schedules and timeliness are key requirements.
- Willingness to work flexible shifts and scheduling, weekends, and holidays.
- Must be willing and able to occasionally come to Amazon corporate sites with 24 hours notice.
BASIC QUALIFICATIONS
- 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- High school or equivalent
- Experience troubleshooting integrated and interdependent computer systems
- Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals
PREFERRED QUALIFICATIONS
- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
- Experience in a dynamic environment with a high degree of customer service
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The Colorado base pay for this position ranges from $48,900/year up to $78,500/year. The National base pay for this position ranges from $44,000/year in our lowest geographic market up to $91,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
