Mosaic Health is a national care delivery platform focused on expanding access to comprehensive primary care for consumers with coverage across Commercial, Individual Exchange, Medicare, and Medicaid health plans. The Business Units which comprise Mosaic Health are multi-payer and serve nearly one million consumers across 19 states, providing them with access to high quality primary care, integrated care teams, personalized navigation, expanded digital access, and specialized services for higher-need populations. Through Mosaic Health, health plans and employers have an even stronger care provider partner that delivers affordability and superior experiences for their members and employees, including value-based primary care capacity integrated with digital patient engagement and navigation. Each of the companies within Mosaic Health provide unique offerings that together promise to improve individuals' health and wellbeing, while helping care providers deliver higher quality care. For more information, please visit www.mosaichealth.com or follow Mosaic Health on LinkedIn.

The Technical Support Specialist will represent the apree Health Business Unit and is responsible for providing frontline IT support to end-users by diagnosing, troubleshooting, and resolving hardware, software, and network issues. This role ensures smooth IT operations by assisting employees with technical concerns, maintaining IT systems, and escalating complex issues to higher-level support teams.

The Technical Support Specialist works closely with IT service desk, network, and systems teams to provide exceptional customer service and maintain system uptime. This position requires strong problem-solving, communication, and technical skills to support end-users in a fast-paced enterprise environment.

Responsibilities:

• Provide first-level and second-level technical support for hardware, software, and network-related issues.
• Diagnose and troubleshoot PCs, laptops, printers, mobile devices, and other peripherals.
• Support Windows and Mac operating systems, including installation, updates, and security patches.
• Provide occasional executive support for Mac OS users.
• Assist with Active Directory (AD) administration, including user account setup, password resets, and access control.
• Troubleshoot network connectivity issues, including Wi-Fi, VPN, and LAN/WAN connections.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.).
• Assist with software installations, updates, and licensing management.
• Support Electronic Health Record (EHR) systems, particularly NextGen (Columbus, OH) and Athena (all other locations).
• Document technical issues, troubleshooting steps, and solutions in the IT ticketing system.
• Work closely with the Service Desk and IT support teams to escalate and resolve critical issues.
• Provide technical training and guidance to end-users to improve self-service capabilities.
• Assist in IT asset management, including tracking hardware inventory and clinic-specific device assignments.
• Manage iPads and Google Meet hardware used in patient services.
• Coordinate printer support services with third-party vendors.
• Travel to other care centers to assist with clinical IT implementations, including site buildouts, retrofits, and decommissions.
• Maintain compliance with IT security policies, HIPAA, and company standards.
• Provide support in a HIPAA-regulated clinical environment; clinical experience preferred.
• Participate in on-call rotation for after-hours support (7am-7pm Pacific Time), serving as the first point of contact for escalations.
• Transport self and hardware to various care centers across the metro area, potentially multiple times daily.
• Work onsite 4 days per week in care centers, with 1 day remote (subject to regional variation).
• Carry a work phone and respond to live support calls as needed.
• Stay updated with emerging technologies and best practices in IT support.
• Demonstrate excellent guest service to internal team members and patients.
• Perform other related duties as assigned.

Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 2+ years of experience in IT support, help desk, or technical support roles.
• Strong knowledge of Windows and macOS operating systems.
• Experience with Active Directory (AD), Group Policy, and user management.
• Familiarity with ticketing systems (ServiceNow, Zendesk, or similar).
• Basic networking knowledge (IP addressing, DNS, DHCP, VPN troubleshooting).
• Experience supporting Microsoft 365 applications and troubleshooting common issues.
• Experience supporting EHR systems in clinical environments is highly preferred.
• Strong troubleshooting and problem-solving skills with a customer-first mindset.
• Certifications preferred: CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator.
• Willingness to travel locally, provide after-hours support, and adapt to evolving onsite expectations.
• High level of professionalism and integrity in all interactions.
• Ability to work independently in a fast-paced, cross-functional environment.

Physical Demands

• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker must have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Ability to lift to 15 lbs. independently not to exceed 50 lbs. without help.

Equal Employment Opportunity

• Mosaic Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws.
• If you require an accommodation for the application or interview process, please let us know and we will work with you to meet your needs. Please contact recuriting@apree.health for assistance.