Software Support Technician

Who we are

Founded in 1999 and headquartered in Central Ohio, we’re a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®.

We’re committed to building diverse and inclusive teams – more than 2,000 of us and counting – so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.

About the role

The Software Support Technician role performs work independently with general supervision and support. This role provides first contact support for all internal applications and works with software engineering to create solutions for application needs. This role provides technical guidance for internal employees and collaboration with Quantum Health vendors. Will work closely with the IT Technical Support Lead to identify both service trends and the need for additional troubleshooting documentation. The Software Support Technician will utilize escalation pathways with other departments, while ensuring that customer issues are addressed and resolved in a timely manner.

Location: This position is located onsite at our Dublin, OH campus. 

What you’ll do (Essential Responsibilities)

• General troubleshooting, support and triage of all internal applications developed by our Application Development team and used by all end-users of the organization.  
• Incident Management delivery meeting established service level agreements within Service Now.
• Cultivate an extensive network with application development teams, IT operations, and front-line operations.
• Analysis of Error Logging and root cause identification of software code logic.
• Identification of internal application technical knowledge base gaps for the Service Desk and provide documentation to remedy gaps. 
• Major Incident Process support as needed.  
• All other duties as assigned.

What you’ll bring (Qualifications)

• Education: Associate’s degree in Computer Science, Information Technology, Management Information Systems, or a related field, or equivalent work experience.
• Experience: 1+ years of experience in technical support, application support, software testing, help desk, software development, or a related technology role preferred.
• Experience supporting Microsoft Office applications, Microsoft 365, Windows 11, iOS, and Android devices.
• Demonstrated ability to investigate issues, gather relevant information, identify probable causes, and drive resolutions.
• Strong technical aptitude with a willingness to learn new applications, systems, and business processes.
• Strong customer service skills with the ability to communicate technical concepts with both technical and non-technical audiences.
• Demonstrated ability to work independently while effectively collaborating with software engineering, IT, operations, and external vendor teams.
• Strong organizational skills with the ability to prioritize work, manage multiple tasks, and meet established service levels.
• A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health’s policies, values and ethics, and to protecting the sensitive data entrusted to us. 

Preferred Qualifications

• Experience troubleshooting software applications or business systems in a production environment preferred.
• Experience using ticketing or incident management systems such as ServiceNow, Jira Service Management, or similar platforms preferred.
• Exposure to application troubleshooting, system integrations, SQL, scripting, or software development concepts is preferred but not required.
• Understanding of software development concepts, application lifecycles, or software testing methodologies preferred.

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