Support, Service Desk I

Provides support to CCS employees, Temps & Consultants on a variety of issues as a fully in-person, onsite role working five days a week (Monday–Friday) in office. primary focus is on hardware lifecycle management and system access provisioning. May occasionally provide phone support while identifying, researching, and resolving technical problems. Thoroughly documents, tracks, and monitors issues in the ticket system to ensure a timely resolution.

The successful candidate will report directly to the Manager, Service Desk. The position location is onsite at out Clearwater location.

• →Performs daily duties onsite (Monday–Friday) in the Clearwater, Fl distribution center to manage hardware and system access workflows.
• →Images new computers and reimages repurposed computers, including setting up the new employee profiles on the pc prior to shipping to ensure a seamless new employee onboarding experience.
• →Provisions mobile devices in apple business manager and intune, ships to the recipient, and assists with setup questions.
• →Packages and ships computers and associated equipment to remote employees.
• →Creates new employee accounts in active directory and proprietary CCS systems.
• →Processes termination tickets, ensuring the disabling of employee accounts and equipment in active directory and proprietary CCS systems.
• →Processes equipment returns and manages corresponding hardware inventory.
• →Responsible for maintaining an orderly workplace working environment (organization of equipment).
• →May require occasional phone queue work during exigent circumstances, such as a system outage, to triage incoming phone calls.
• →Provides exceptional customer service in a friendly and timely manner to all internal and external customers.
• →Records and monitors service requests in a ticketing system; thoroughness in ticket documentation is essential (must be detail-oriented).
• →Maintains a high degree of confidentiality at all times due to access to sensitive information.
• →Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department.
• →Follows all Medicare, Medicaid, HIPPA, and private insurance regulations and requirements.
• →Abides by all regulations, policies, procedures, and standards.
• →Other job duties as assigned.
• →May occasionally be required to be onsite in the St. Petersburg headquarters location.

• Exercises due care when packaging and shipping equipment to support cost control measures.
• Maintains positive internal and external customer service relationships.
• Maintains open lines of communication with Service Desk team members and colleagues from other departments.
• Plans and organizes work effectively and ensures its timely and accurate completion.
• Meets all productivity requirements.
• Demonstrates team behavior and promotes a team-oriented environment.
• Actively participates in Continuous Quality Improvement.
• Represents the organization professionally at all times.

• High School Diploma or equivalent.
• Familiar with common hardware and software used in an office environment.
• Prioritizes tasks and manages time with strong multi-tasking skills.
• Excellent judgment and decision-making skills.
• Highly detail-oriented demonstrating thoroughness in ticket documentation.
• Fluent in English (written and verbal); ability to speak additional languages is a plus.
• CompTIA A+ certification is a plus but not required.
• Familiarity with Atlassian Jira is a plus.

Values

• Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency. Deliver what you commit to.

• Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization. Treat other the way you want to be treated. 

• Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals. Speak the truth.

CCS Medical and EEOC/AA employer. M/F/D/V

CCS is the strategic partner addressing America's most pressing healthcare challenges through intelligent chronic care management, tackling the $412 billion annual diabetes burden and chronic conditions affecting over 133 million Americans. At the core of CCS's differentiated model is LivingConnected®, a human-led, digitally-enabled clinical solution. PropheSee™—an AI-powered predictive model that identifies non-adherence risk and delivers personalized interventions— is an integral part of this solution, creating a first-of-its-kind platform to improve adherence, enhance clinical outcomes, and help prevent costly hospitalizations. By combining data-driven insights with three decades of industry relationships, CCS is the smart choice for health plans, providers, employers, and manufacturers who believe that value-based care starts by keeping patients healthy and delivers benefits like lower cost of care, improved HEDIS scores, and alleviating provider burnout. CCS's approach extends clinical reach while supporting over 200,000 people nationwide with home-delivered medical supplies and pharmaceuticals annually. Recognized as a Great Place to Work®, and with numerous peer-reviewed publications validating our care management approach, CCS is more than a trusted supplier—we're a partner in transforming chronic care delivery. To learn more about how CCS is addressing today's healthcare challenges, visit ccsmed.com or connect with us on LinkedIn.