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Help Desk Technician (Hybrid - Roseville, CA)

Date:  Jul 13, 2024

Roseville, CA, US, 95747-6645

Req ID:  24809

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.



As a(n) Help Desk Technicin at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position.

Your role in our mission

  • Answering initial calls received from users, while showing empathy and using customer service skills.
  • Responding to voicemails left at the Service Desk by users.
  • Replying to emails received at the Service Desk.
  • Dispatches Remote Maintenance Hardware Technicians as needed for on-site services to users.
  • Escalates Cases to Incidents and assigns them to the appropriate group for review and resolution.
  • Assigns Tasks to Level 3 based as needed for Incidents which require a higher level of support.
  • Associates Incident tickets to Problem tickets.
  • Associate Help Desk Technicians will track the resolution of service requests and provide resolution information to the user.
  • Associate Help Desk Technicians will provide Level 2 support for Local Equipment and Remote Maintenance related service requests and application related questions/concerns such as password resets and other remedies documented in the knowledge base.
  • Associate Help Desk Technicians will escalate service requests which do not meet the above criteria to Level 3 support.

What we're looking for

  • High school diploma or G.E.D.
  • Two or more years of technical training preferred.
  • Four or more years of customer support experience.
  • Experience working with company products and operating systems.
  • Experience with solving computer-related problems.
  • Experience working with company escalation policies.

What you should expect in this role

  • Hybrid role in Roseville, California. Candidate selected will work twice a week in office. 
  • Video cameras must be used during all interviews, as well as during the initial week of orientation.
  • The Deadline to submit applications for this posting is July 29, 2024
  • Service Desk Business Hours, the timeframe in which one or more Service Desk Analysts will be available to accept County contacts, are 7:00 a.m. to 6:00 p.m. Monday through Saturday, except for Consortium Holidays and Scheduled System Downtime.  Our current hours are from 8:00 a.m. to 5:00 p.m. Monday through Friday.





The pay range for this position is $41,100.00 - $58,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.


We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.


Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.

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