Information Technology Support Specialist I or II

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Information Technology Support Specialist (Tier I or Tier II, based on experience) will primarily be responsible for providing end-user support to Nascentia Health employees as a working member of the Helpdesk. Tier level and compensation will be based on experience.

Responsibilities as Tier I:

• Answer and respond to all calls and emails coming into the Helpdesk to ensure none are missed.

• Act as a member of the technical support team for Nascentia's workforce to provide assistance for all IT hardware and software

• Perform troubleshooting, corrective action, problem escalation and communication when necessary

• Log all support requests in the incident tracking system and document all actions to include all follow up conversations, troubleshooting steps, and resolution

• Follow up with users after incident resolution

• Perform installs, upgrades, moves, and changes for computer workstations, mobile devices, software, printers, and other peripheral devices

• Perform and ensure proper installation of cables, operating systems, and appropriate software

• Assist with administration and management of company owned devices.

• Provide courteous, responsive, respectful, and knowledgeable customer service.

• Provide technical training and orientation to users as needed

• Provide problem resolution in a timely manner in order to ensure downtime for Nascentia workforce is minimal

• Work a rotating On-Call schedule which includes nights and weekends

• Provide daily updates to management of the current status of the IT Infrastructure.

• De-escalate situations involving dissatisfied employees while offering assistance and support

• Perform other related duties as assigned by management

Responsibilities as Tier II:

• Serve as a technical expert for all Nascentia Helpdesk requests.

• Serve as the first point of escalation for the Nascentia Helpdesk team by administering effective frontline assistance to customers where inquiries are beyond the knowledge of Tier I team members

• Properly escalate trouble tickets between Tiers I, II, III and management

• Ensure proper communication on all trouble tickets

• Research difficult problems and provide resolution, documentation and explanation of resolution to the other members of the Helpdesk

• Produce and review weekly helpdesk summary reports and review with supervisor

• Develop and maintain in-depth knowledge of all Nascentia's critical systems

• Support inventory system and surrounding processes

• Preform root cause analysis and resolution for reoccurring problems

• Interact with Tier I support calls to ensure proper prioritization and escalation

• Update Knowledge Base with well-written and illustrated articles

Job Qualifications:

• Bachelor's Degree or 3+ years IT Support experience preferred.

• In-depth knowledge of: Windows Operating Systems, Android Operating Systems.

• Basic knowledge of: Windows Servers, MS Office, Virtual Servers, Network Structure & Security, Active Directory, Antivirus.

• Problem Solving/Analysis & Attention to Detail

• Strong Technical, Communication and Organization skills

• Ability to adapt to change and perform tasks as assigned

• Ability to work in a fast-paced environment

• Excellent customer service skills and ability to maintain good employee relations

Physical Requirements:

• Speech, visual, and hearing ability sufficient to express and comprehend written and verbal communication

• Ability to sit or stand 80 percent of the day

• Ability to lift 40 pounds

Bloodborne Pathogens Exposure Determination Category:

Category III

Compensation & Benefits

Competitive Salary [This position is an S01/S02 exempt position with a min-max rate of: $55,341 -$82,832/annually] with:

• Retention Bonuses
• Internal Mentoring Program
• 401K with generous Employer match
• On-Site Gym (free for all employees)
• Potential Hybrid Position (Partial Work From Home)
• Medical, Dental, Vision plans
• Tuition Reimbursement
• Partially funded HSA
• Employee Recognition Platform
• Paid Time Off, Holidays, Sick and Extended Sick Leave
• Short/Long term Disability
• Employee Assistance Program (EAP)
• Much More!

About Nascentia Health:

Nascentia Health is leading the way in home care, post acute care and long-term community health. A healthcare system without walls, Nascentia is an innovator in the concept of healthcare, truly focused on the patient as a whole. By serving people in their homes, Nascentia Health is able to provide true holistic care. We can address immediate needs, help support positive long term medical and lifestyle choices that provide for better outcomes, leverage cutting edge in-home care technologies, and help avoid unnecessary visits to busy healthcare facilities.

Our employees are our greatest asset. They work hard every day to make our system amazing and are dedicated to our mission of being the premier home and community-based care system for the regions we serve. We want everyone to love what they do, be excited about coming to work, and take pride in being part of our team.

Nascentia Health is an Equal Opportunity Employer (EOE)

Employment is contingent upon negative results of a pre-hire drug screen and background check clearance