IT - Help Desk Support Specialist I (3rd Shift, Sunday - Thursday 10pm-7am)

Naphcare, Inc.•Vestavia Hills, AL

35d•Hybrid

About The Position

NaphCare has an excellent opportunity for an IT Help Desk Support Specialist to join our Corporate Headquarters in Birmingham, AL. 3rd Shift: Sunday - Thursday 10pm-7am The IT Helpdesk Support Specialist is the first line of support to resolve issues related to NaphCare’s IT and Electronic Health Record Systems. This position’s primary responsibility is to efficiently address issues reported by end-users, triage and escalate issues to upper-tier support, and provide consistent, professional internal and external communication. This position requires participation in a rotational on-call schedule to support operational needs. 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 partners with correctional facilities to provide proactive, patient-focused healthcare.

Requirements

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.
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.)

Nice To Haves

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.

Responsibilities

Position reports to the Help Desk Manager.
This position is the first point of contact for our customers (clients). You are expected to act in a professional manner at all times while working with our clients.
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.
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.
Work with end-users via various communication channels (email, chat, telephone) to assist in a timely and professional manner.