VLMS Technical Support Specialist

The VLMS Technical Support Staff serves as a primary administrative staff for the VLMS/Syndromic Surveillance Research Project. This position provides high quality support by displaying sound judgment, accuracy, diplomacy, confidentiality, and discretion. The primary duties of the VLMS Technical Support Specialist is to provide users with solutions and assisting in troubleshooting. This position will be charged with continuing product support and education to all users and will participate in assisting the Data Scientist with beginning stages of Data Management within VLMS. The position is a part of an innovative and technical team led by VLMS CMO and the Vice President of Research., The VLMS Technical Support Specialist will provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software.

• Identifies, investigates, and resolves users’ problems with computer software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Collaborates with programmers to explain errors and/or recommend modifications in programs.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned.

• Education: Associate’s degree in computer science or related field or work equivalency.
• Licensure or certification: N/A
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manners.
• Ability to explain technical issues to technical and nontechnical employees and customers, in written documents, verbal instruction, or video recordings.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.
• Excellent interpersonal and communications skills
• Strong team player
• Commitment to company values
• Computer proficiency
• Bachelor’s degree in computer science or related field preferred.
• At least three years of experience in customer technical support highly preferred

The successful candidate will be subject to a criminal history background check.

Regular, reliable or predictable attendance is an essential function of the job.

Working Conditions and Efforts:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Working conditions may include frequent interruptions, working alone, evening and weekend work, repetitive tasks and exposure to computers and monitors.

Physical demands: While performing the duties of this job, the employee is occasionally required to sit; use hands and vision for office equipment such as computers; talk or hear; moderate telephone usage. The employee must occasionally lift and/or move up to 50 pounds, frequent walking, bending, reaching and standing.

Work environment: Office environment. Outside travel required 10% of time. The noise level in the work environment is usually minimal.

This position is classified as an exempt position because it requires that the candidate/employee exercise independent judgment and discretion regarding matters of significance.

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance