IT - Help Desk Support Specialist I (2nd Shift)

NaphCare•Birmingham, AL

1d•Hybrid

About The Position

NaphCare has an excellent opportunity for an IT Help Desk Support Analyst (2nd Shift) to join our Corporate Headquarters in Birmingham, AL . The shift will be Monday through Friday from 2pm to 11pm. The IT Helpdesk Support Analyst 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. 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. 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.

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.

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

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 2 nd 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.