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Fallon Health Service Desk Support II in Worcester, Massachusetts


About Fallon Health :

Fallon Health is a company that cares. We prioritize our members—always—making sure they get the care they need and deserve. Founded in 1977 in Worcester, Massachusetts, Fallon delivers equitable, high-quality coordinated care and is continually rated among the nation’s top health plans for member experience, service, and clinical quality. Today, guided by our mission of improving health and inspiring hope, we strive to be the leading provider of government-sponsored health insurance programs—including Medicare, Medicaid, and PACE (Program of All-Inclusive Care for the Elderly)— in the region. Learn more at fallonhealth.org or follow us on Facebook, Twitter, and LinkedIn.

Brief Summary of Purpose :

This position includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution involves the use of diagnostic and help request tracking tools, as well as require that the individual give over the phone instruction and hands-on help at the desktop level. Off-hours end user technical support is required on a weekly rotation basis. In this senior position, responsibilities will extend to include desktop support tasks, reporting, user education and involvement in end user device upgrade projects.


Job Responsibilities:

  • Accept and respond to requests and incidents entered in IT ticketing system in a timely and efficient manner.

  • Prioritize tickets understanding those of critical nature to the business. Escalate issues appropriately to other technical services teams.

  • Assist Level I support by fielding incoming requests to the Service Desk to ensure courteous, timely and effective resolution of end user issues when volumes are high.

  • Track the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

  • Suggest, test and implement possible solutions for reported issues using diagnostic utilities and previously documented technical articles.

  • Communicate system outages and performance issues via event management processes and maintain status updates through resolution. Act as a liaison to affected users insuring that their needs are understood and all actions necessary are taken to minimize the impact.

  • Respond professionally and positively to customer complaints, problems and challenging behavior while maintaining high level of professionalism and personable customer service.

  • Create and maintain knowledgebase articles related to end-user support tasks focused towards both technical support and business personnel.

  • Provide training to end users on subjects related to end-user computing.

  • Manage end-user access systems such as security tokens and remote connectivity systems.

  • Participate in projects related to end user devices and software.



  • Associates degree in computer science, engineering or related discipline.

  • Other degrees will be considered with appropriate background and experience.

  • Equivalent and work experience may be substituted in lieu of education as determined by management on a case by case basis.


Microsoft Certified Solutions Associate (MCSA) and/or ITIL Foundations certifications preferred but not required.


  • 2 to 4 years of experience in an IT Service Desk environment.

  • Solid working knowledge of Microsoft Office business applications and desktop operating systems.

  • Good understanding of technology concepts with excellent customer service skills.

Fallon Health Vaccination Requirements:

To protect the health and safety of our workforce, members and communities we serve, Fallon Health now requires all employees to disclose COVID-19 vaccination status. As of 2/1/2022, all roles not designated as “Remote” require full COVID-19 vaccination and Fallon Health will obtain the necessary information from candidates prior to employment to ensure compliance. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Fallon Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.


Location US-MA-Worcester

Posted Date 1 month ago (8/31/2022 12:20 PM)

Job ID 7017

# Positions 1

Category Information Technology