IT - Help Desk Support Specialist I

Role Expectations

• Position reports to Help Desk Management.

• This position is the first point of contact. You are expected to act in a professional manner at all times.

• Tools - Help Desk agents are expected to know and have experience using the following tools:

• Team Dynamix (TDX) or similar ITSM (Information Technology Service Management) ticketing tools.

• SQL experience

• Familiarity with Microsoft products including Word, Excel, and Outlook.

• ADUCs tool for troubleshooting and creating/removing network accounts.

• Exchange

• PDF browsers (i.e. Adobe, Xchange, etc.)

• Collaboration tools (i.e. Skype, Slack, email, etc.)

• Endpoint Management tools (i.e. Kaseya, HP OpenView, Sophos, ManageEngine)

• General Windows troubleshooting (hardware, settings, etc.)

• Miscellaneous

• Perform remote troubleshooting.

• Prioritize and multitask daily workload from calls, tickets, and other tasks.

• On-Call - You are expected to take part in the on-call rotation. On-call typically takes place Monday night at midnight through the following Monday morning at 6 am. You are also expected to cover holidays and occasional 2nd shift if we need coverage.

• Phones - You are expected to participate in taking calls.

• Days/Shifts:

• Training Period: Monday to Friday 8a to 5p for a minimum of three (3) months.

• Shift: Monday - Friday 9am - 6pm with on-call schedule.

• On-Call: Begins after the training period ends and rotates every few weeks per schedule.

• Note: The above requirements may be waived if this is a promotion.

• Hybrid Work - Help Desk staff are allowed one work-from-home day (WFH) per week after the training period is completed and with manager approval.

• Other duties/tasks as needed by the business and assigned by the Help Desk Manager.

Technical Skills

• Create and modify user accounts and assist with access to systems.
• Software support - Specifically supporting our in-house application, TechCare.
• SQL experience using statements to research issues.
• Utilize the Help Desk Ticketing System to enter and/or escalate tickets, communicate with end-users, and complete work orders timely and effectively.
• Troubleshoot end-user hardware and/or software systems, basic server software systems, and network communications.

Customer Service Skills Customer service is an important skill when working with our clients (both internal and external). We must communicate effectively when working on their issues, especially when it comes to giving updates on where we stand on their problem.

• Work with end-users via various communication channels (email, chat, telephone) to assist in a timely and professional manner.
• Having the right attitude is important. Even if you get frustrated, you should not allow this to interfere with working with clients.

• Easily navigate and use basic computer functions in a Windows environment.
• Minimum of two (2) years of relevant experience on a Help Desk.
• Effective written and verbal communication skills and analytical and problem-solving skills.
• Ability to work in a fast-paced setting while effectively multi-tasking.
• Basic SQL, Windows server knowledge & network troubleshooting.

Education and Experience - Recommended: In addition to the above requirements, we would like to see:

• Experience supporting Dell hardware.
• A+ Certification
• Net+ Certification
• Bachelor's Degree from an accredited institution in a computer-related field preferred.
• Help Desk experience supporting one or more specific software products - either created "in-house" or supported as a "reseller".
• Prior experience in a call center environment.
• Prior experience with medical software systems, EHR (Electronic Health Records) systems support, or similar application support experience.

NaphCare partners with correctional facilities to provide proactive, patient-focused healthcare. NaphCare Full Time Benefits:

• Prescriptions free of charge through our health plan
• Health, dental & vision insurance that starts day one!
• We offer low cost benefits to our employees and their families.
• Employment Assistance Program (EAP) services
• 401K and Roth with company contribution that starts day one!
• Tuition Assistance
• Referral bonuses
• On-site education
• Free Continuing Education!
• Term life insurance at no cost to the employee
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NaphCare is a family owned, healthcare technology company that has been delivering high quality healthcare to correctional facilities across the nation for over 35 years. Come join our team of over 7000 employees and growing! NaphCare pays well, offers outstanding benefits, and has an incredibly engaged corporate support team to make sure you have what you need to be truly excellent at what you do., NaphCare has a partnership with NetCE that provides CEU/CME for our staff. NetCE uses a rigorous peer review process to ensure that all activities and content are up-to-date. This service streamlines continuing education for all NaphCare Employees to meet state specific requirements for maintaining licensing. With NaphCare, you'll play a critical role in our continuing mission to be the leading provider of quality healthcare in the correctional industry. If you want a career that will make a difference, choose the company that is different. We support your growth and internal promotion. Once hired, we encourage our employees to continue to seek opportunities for advancement and leadership.