Senior Help Desk Technician - Marathon Health

Marathon Health is a leading advanced primary care provider, partnering with employer and union plan sponsors to improve health for millions of Americans. With nationwide onsite, nearsite, and network health centers, and virtual primary care, Marathon delivers a value-based model that enhances the healthcare experience for members and providers, while driving meaningful cost savings for plan sponsors. Marathon is proud to be certified as a Great Place to Work®, reflecting the company's commitment to building an inclusive, high-trust culture where all employees can thrive. Learn more at marathon.health

ABOUT THE JOB

The Senior Help Desk Tech provides advanced technical support for hardware, software applications, operating systems, and networking issues, with a strong focus on customer service and efficient problem resolution. The Senior Technician serves as an escalation point for complex service requests and incidents that cannot be resolved at the first level.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Diagnosing and resolving advanced technical issues across multiple platforms and environments, including computers, servers, peripherals, and network components.
• Acting as a technical lead for escalated support cases, ensuring timely resolution and root cause.
• Collaborating with Tier 1 technicians to provide guidance, mentoring, and knowledge sharing.
• Documenting solutions and contributing to the knowledge base to improve team efficiency and reduce repeat incidents.
• Coordinating with other Technology teams (e.g., infrastructure, clinical application support, Security) to resolve cross-functional issues.
• Meet or exceed required Service Level Agreements for issue resolution
• Participate in After-Hours On-Call Rotation
• Strict adherence to all IT Policies and Procedures (including HIPAA, PCI Compliance, and Hi Trust)

QUALIFICATIONS

Associate's Degree in Information Technology and a minimum of 5 years’ experience in technical support, help desk operations, IT service management, or equivalent combination of education and experience. Familiarity with incident tracking systems and ticketing platforms (e.g., Freshservice, ADO, or Jira). Proven ability to troubleshoot hardware, software, and network issues in a corporate or enterprise environment. CompTIA A + and or Network + - Preferred.

DESIRED ATTRIBUTES

• Background in ITIL practices – especially incident management
• Industry experiences supporting a healthcare environment
• Experience training or mentoring junior IT staff
• Experience working in a customer-facing role, providing technical assistance and resolving user issues.
• Demonstrates strong organizational skills with the ability to manage multiple high-priority tasks under pressure while maintaining service level agreements and response time