Support Specialist II
Company: Vaya Health
Location: Charlotte
Posted on: January 26, 2023
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Job Description:
LOCATION: Charlotte, NC / Remote
SALARY: Depending on qualifications & experience of candidate. This
position is non-exempt and is eligible for overtime
compensation.
GENERAL STATEMENT OF JOB:The Senior Support Specialist delivers
technical and administrative support and training related to
network and computer systems. Supports both internal and external
users related to hardware and software utilized by Vaya Health
staff. Support shall be provided in accordance with current
policies and procedures and as directed by supervisor.This position
will be remote 60% and require staff to be onsite 40% of the
time.
ESSENTIAL JOB FUNCTIONS:Advanced User Support * Execute complex
technical support. Including, but not limited to: o Laptop imaging
and configuration o Telephony configuration o Device assignment and
tracking* Provide workstation, laptop, thin client, mobile devices,
smart phones, telephone, audio/visual and other technology support
to staff, contractors and visitors.* Provide support for
enterprise, office, communication, collaboration, network and other
applications.* Provide local (hands-on) and remote support. *
Directly support C-Level Staff.* Provide support for all
information security related issues and policies. * Respond to
supports request within 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.* Utilize current
help desk application to enter, track, update and maintain all user
support requests (tickets). Follow established SOP's when
communicating with staff and when escalating or resolving tickets.
* Deliver projects on schedule and communicate issues with
teammates proactively.* Effectively manage time and priorities.
Service Desk operations* Prototype and/or develop procedures and
document technical processes.* Research items and submit Purchase
Requests as needed for day-to-day operations.* Act as Beta tester
for new applications/devices/etc.* Maintain appropriate inventory
levels and recommend purchases per established guidelines.* Provide
end user-based training.* Ensure documentation is always up to
date.
Account management * User configuration / management across a
variety of user, enterprise, and infrastructure applications.
QUALIFICATIONS & CREDENTIALING REQUIREMENTS:Associate's Degree in
computer science and two years of experience in the use and support
of information technology resources or High School Diploma and 4
years experience in the use and support of information technology
resources.
PHYSICAL REQUIREMENTS:Close visual acuity to perform activities
such as preparation and analysis of documents; viewing a computer
terminal; and extensive reading. Physical activity in this position
includes crouching, reaching, walking, talking, hearing and
repetitive motion of hands, wrists and fingers. Sedentary work with
lifting requirements up to 10 pounds, sitting for extended periods
of time. Mental concentration is required in all aspects of
work.
KNOWLEDGE, SKILL & ABILITIES:* Knowledge of office and business
practices as necessary in the completion of daily responsibilities.
* Knows how to keep abreast of any changes in policy, methods,
computer operations, equipment needs, etc., as they pertain to
departmental operations and activities. * Ability to communicate
effectively and have daily interpersonal contact with the public,
supervisors and other employees. * Ability to assemble information
in a concise, clear, and effective manner. * Ability to use
independent judgment as situations warrant. * Ability to
comprehend, interpret and apply regulations, procedures and related
information. * Mathematical aptitude and ability to add, subtract,
divide and multiply.* Ability to integrate and communicate clearly
& easily with other team members, as well as with end-users at all
levels. * Preference will be given to those with Helpdesk/Service
desk experience, remote support experience and/or ITIL
certification.
LOCATION REQUIREMENT:In accordance with the BH and I/DD Tailored
Plan requirements mandated by the NC Department of Health and Human
Services, certain Vaya Health positions are required to be filled
by individuals who reside in North Carolina, meaning someone who
establishes a legal domicile in North Carolina and pays income tax
in North Carolina, or resides within 40 miles of the North Carolina
border. New hires from outside of North Carolina will have 60 days
from the date of hire to meet this requirement, if applicable to
the position.This position is required to reside in North Carolina
or within 40 miles of the North Carolina Boarder.
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.
Keywords: Vaya Health, Charlotte , Support Specialist II, Other , Charlotte, North Carolina
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