IT Help Desk Associate - Part-Time/Remote/Buffalo, NY/Boston, MA

About Brook Inc

Brook Health is a digital health company. Brook offers a set of products and services extending health-care-management beyond the walls of doctors’ offices and into people’s homes and their day-to-day lives. Brook provides people who are living with chronic conditions a highly personalized high-touch support via a smartphone app offering AI tools, data collection through connected devices, and real-time access to health coaches to make smart, daily decisions and to build healthy habits to achieve their long-term health goals. Brook also offers a CDC-approved preventative program for people who are at high risk for diabetes. For primary care providers, Brook offers SaaS tools for continuous remote monitoring, providing insights into their patient’s health needs, enabling a new model of care, and early preventative interventions with our own care delivery team resulting in better health outcomes.

Brook offers a dynamic work experience with team members in multiple time zones. We have a fast-paced, user-centric, high-expectation, constantly-improving-ourselves type of culture. Our goal is to change the approach to pre-condition and chronic condition care management, to use technology to support health-care providers in improving patients’ health outcomes.

Job Overview:

We have an opening for a Part-Time Contractor IT Help Desk Associate on the Brook Health Operations team. This position has potential for contract-to-hire. We are seeking a highly skilled and proactive support specialist to provide comprehensive technical support across both hardware and software for our internal systems and patient provided medical equipment. In this role, you will play a critical part in maintaining seamless operations, minimizing patient downtime, and ensuring our services run smoothly. You will assist in the troubleshooting of medical devices and patient facing app issues, assist in completion of Return Merchandise Authorizations (RMAs), order device replacements as needed, and potential to assist with patient onboarding.

As a key player in our team, you will collaborate with internal teams, outside vendors, and support the deployment and return of hardware. Your contributions will be essential in ensuring Brook's equipment is in optimal condition and ready for operational use.

This position is contracted at 25- 29 hours per week, work from home, remote work.

Job Requirements:

● A proven track record of providing technical support in a healthcare environment

● Provide comprehensive support to our patients, addressing both hardware and software issues to ensure seamless operations and minimal downtime

● Strong communication skills, including the ability to manage inbound and outbound calls

effectively and professionally.

● Support Brook patients with device setup and use upon delivery

● Methodically document technical issues, resolutions, and processes to foster knowledge

sharing and future reference

● Ability to cross collaborate with Brook's Third Party Logistics (3PL) and device support

vendor to facilitate top-tier patient support for device troubleshooting.

● Other projects as assigned

Preferences:

● Minimum 2 years of experience conducting help desk calls with patients

● Proficiency in supporting both MacOS & Windows operating systems, illustrating

versatility in your technical skills

● Practical experience with Google Workspace, Slack, Zoom, ZenDesk, Notion, and

Microsoft Excel showcasing familiarity with popular workplace platforms

● Exceptional communication and interpersonal skills to effectively assist our patients with

technical issues

● Demonstrated experience and patients working with disabilities ranging from hard of

hearing, seeing, etc

● Experience with a variety of demographics, chronic illnesses and those without technical

aptitude

● Strong troubleshooting and problem-solving skills that translate into quick and efficient

resolutions

Once onboard, this person will be trained to utilize our internal software and support tools.

What Brook Offers:

● Competitive hourly wage

● Part-Time Working Hours (You’ll be working East Coast Hours within 8-5pm EST)

● An opportunity to make a real impact on the people around you

● A collaborative team of people who live our core values and have your back

The pay range for this role is a hourly rate, based on experience, location and applicable knowledge.