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Support Specialist I
Vaya Health | |
United States, North Carolina | |
November 15, 2022 | |
LOCATION: Remote SALARY: Depending on qualifications & experience of candidate. This position is non-exempt and is eligible for overtime compensation. GENERAL STATEMENT OF JOB: The Support Specialist I position shall be responsible for technical and administrative support and training related to network and computer systems. The position supports both internal and external users related to hardware and software utilized by Vaya Health. Support shall be provided in accordance with current policies and procedures and as directed by supervisor. The position supports the technical systems of Vaya Health to ensure all employees have the technology they need to complete their work and the organization's important files and information remain safe and intact. Note: This position requires access to and use of confidential healthcare information or protected health information (PHI) as described in laws addressing patient confidentiality, including, but not limited to, the federal HIPAA law, the Confidentiality of Alcohol and Substance Abuse Patient Records law, 42 CFR Part 2, and various state laws. As such, the individual filling this position shall be required to be trained regarding such laws and shall be required to observe those laws in his/her capacity as an employee of Vaya Health. The individual filling this position shall also sign a confidentiality statement as an employee of Vaya Health. ESSENTIAL JOB FUNCTIONS: User Support * Provide end user technology support to staff, contractors and visitors through hands on (local) or remote support as needed with company-provided equipment such as laptops, MiFis, printers and scanners * Provide support for approved applications such as Office 365 suite, Microsoft Teams, Microsoft Authenticator, Adobe and more * Execute tasks as assigned by Service Desk Manager, or MIS Leadership * Provide support for all information security related issues and policies such as incident research, incident escalation and informational support * Respond to support requests within the appropriate Service Level Agreement, perform detailed assessment of support requests prior to escalation. This shall include user information, computer/device information, description of issue, indication of ability to replicate issue and a list of troubleshooting steps taken prior to escalation * Execute projects and other assigned tasks on a timely basis * Ensure users maintain access to the organization's systems through execution or coordination of password resets and unlocks in systems such as Active Directory, Office 365 & various healthcare systems * Participate in 24/7 on-call rotation Service Desk * Utilize current help desk application to enter, track, update and maintain all user support requests (tickets). Follow established SOP's when communicating with staff, vendors, contractors and stake holders and when escalating or closing tickets * Answer phone calls from internal and external users as presented in the round-robin call queue * Maintain detailed, organized, physical inventory and storage of all technology assets * Follow established department standard operating procedures, policies and guidance. Suggest changes or improvements to those SOP's and policies as appropriate * Communicate with peers and others within the MIS department * Provide accurate information to support leadership requests or inquiries * Stay abreast of all technologies in use at Vaya to facilitate support to staff and providers. * Effectively manage time and priorities. * All other tasks as assigned by Service Desk Manager and other MIS Leadership. QUALIFICATIONS & EDUCATION REQUIREMENTS: A High School Diploma is required, an Associate's Degree is preferred in Computer Science or an equivalent field of study. Two years' experience in the use and support of information technology resources and/or customer service support or equivalent. PHYSICAL REQUIREMENTS: This position must have the ability to establish appropriate and respectful relationships/partnerships with organizational personnel. Ability to work with a multidisciplinary team approach. Ability to assume a helping role and to intervene appropriately to meet the needs of providers, consumers or families served. Works within the established ethical guidelines developed for the profession. KNOWLEDGE, SKILL & ABILITIES: * Ability to troubleshoot and communicate solutions to end users both written and verbally * Capability to provide straightforward and simple instructions for relatively complex procedures * Ability to follow Standard Operating Procedures (SOPs) * Basic knowledge of Microsoft Windows, Microsoft Office, Microsoft Teams, computer terminology (e.g. USB ports, network ports, HDMI, DVI, USB-C, etc.) * Manage multiple priorities including but not limited to Service Desk tickets and Service Desk phone calls * Capacity to perform cursory research into problems for documentation within Service Desk tickets * Ability to collaborate within a team environment DEADLINE FOR APPLICATION: Open Until Filled APPLY: Vaya Health accepts online applications in our Career Center, please visit http://www.vayahealth.com/careers-overview/ Ind.001 Vaya Health is an equal opportunity employer. |