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Support Specialist II

Company: Vaya Health
Location: Charlotte
Posted on: January 26, 2023

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.
APPLY: Vaya Health accepts online applications in our Career Center, please visit Ind.001
Vaya Health is an equal opportunity employer.

Keywords: Vaya Health, Charlotte , Support Specialist II, Other , Charlotte, North Carolina

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