System Support Specialist

As a Support Team Specialist, you will provide support and troubleshooting for Help Desk calls and more complex issues, analyze information about these issues, and determine the best way to solve them. This position will work closely with the I.T. department and will report to the I.T. Manager.

JOB RESPONSIBILITIES:

• Manages and resolves Issues including but not limited to Operating Systems, Applications, Laptops, Desktops, Printers, Networking and Phones.

• Communicates and supports I.T. team and team lead regarding Help Tickets issues.

• Prepares and deploys systems at various locations

• Performs user creation/deletion/maintenance within various systems.

• Documents and tracks fixes for knowledge base as they are discovered.

• Researches, suggests, implements new technology.

• Investigates system-related problems, identifies their source, and determines possible solutions.

• Helps to maintain system schedule changes.

• Works to ensure confidentiality regarding the information systems data user, patient, financial, etc.

• All HealthLinc staff is committed to engage in quality improvement initiatives that align with and support Patient-Centered Medical Home (PCMH).

• Performs other duties as assigned.

REQUIRED QUALIFICATIONS:

Education/Training

• Associate Degree in the field of computer science or related field (not required but highly preferred)

Experience

• At least 1-2 years of helpdesk/service desk, call center or network operations center experience
• Previous experience in a healthcare environment (not required but highly preferred)

Skills/Job Requirements

• Strong customer service skills
• Strong organizational and time management skills
• Proven ability to work well in a team environment
• Excellent written and verbal communication skills
• Ability to remain flexible and adaptable
• Ability to work outside of normal business hours when required
• Transportation and valid drivers license
• Ability to follow HealthLinc policies and procedures

Technology Skills

• Operate a multi-line phone system and other office equipment including printers, fax machines, etc.

• Strong computer skills (Microsoft Office, Windows Active Directory, Help Desk software, online sources, etc.)

• Proven experience troubleshooting computer hardware

• Proven experience with Network Wiring and Hardware, Switches, APs, Firewalls (not required but highly preferred)

DIRECT SUPERVISION:

• N/A

REQUIRED TRAINING:

• All assigned Relias training