IT Support Specialist

Job Details

IT Support Specialist

Remote

***US Citizenship Required***

We are seeking a Full-Time Service Desk Analyst for first-line support. The role requires strong customer service and technical skills to resolve incidents via phone, chat, and remote support in a high-volume call center. Responsibilities include assisting with financial aid websites, app support, troubleshooting medical record errors, and supporting Office 365, printing, WIFI, and system provisioning, while ensuring customer satisfaction and service delivery.

Job Description

• Provide 100% phone and remote technical support, or chat or through the Incident Management System
• Triage and work incoming Service Desk calls, chats, tickets
• Support Microsoft, Apple, business and third-party applications
• Participate in on call after-hours and weekend support as needed
• Support Medical patient Record, Patient/Provider communications, Identity Access Mgt Software applications
• Support Medical Application Provisioning
• Support Community Care providers and medical participant organizations
• Trouble shoot medical patient records transport errors across the national gateway
• Monitor and Support Alerts
• Support Navigation of financial aid web site
• Ensure tickets are responded to and resolved within Service Level Agreements for each customer
• Support Windows operating systems of various versions including Windows 8 and 10
• Manage and support Office 365
• Create documentation for the Service Desk

Minimum Qualifications

• Associates Degree or equivalent relevant experience; Bachelor's Degree in Information Technology, Computer Science or a related field preferred.
• 2-5 years of experience in information technology, systems administration or other IT related field.
• Candidate must have experience in explaining highly technical data and information in simplistic grade school language for end users of complex IT systems and projects
• Candidate must be able to use a variety of word processing, spreadsheet, graphics and scheduling tools
• Candidate must have experience in being able to gather and convert data into a written narrative

Other Job Specific Skills

• HDI or ITIL certification
• Experience with IT Service Management systems like ServiceNow
• Experience with Microsoft Dynamics CRM
• 6 months working knowledge of Active Directory

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