Technical Support Specialist

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.
• 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.
• Document technical issues, troubleshooting steps, and solutions in the IT ticketing system.
• Work closely with 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, tracking hardware inventory and equipment assignments.
• Participate in IT projects, including system upgrades, rollouts, and migrations.
• Ensure compliance with IT security policies, HIPAA, and company standards.
• 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.
• 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.
• Strong troubleshooting and problem-solving skills with a customer-first mindset.
• Certifications preferred: CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop
Administrator.
• Ability to work independently in a fast-paced, cross-functional environment.
• A commitment to providing excellent service to internal team members and patients.
• 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