Support Specialist I - Onsite (Asheville, NC)

Vaya Health•Asheville, NC

13d•Onsite

About The Position

The Support Specialist I - Onsite position is responsible for technical and administrative support and training related to network and computer systems. The position supports both internal and external users with Vaya Health hardware and software. Working from the Ridgefield location, the specialist will also travel to remote sites as needed to provide hands-on support. Responsibilities are performed in accordance with policies, procedures, and under direction of the supervisor, ensuring all Vaya employees have the tools needed for their work and that Vaya’s technology assets remain secure and operational.

Requirements

Strong troubleshooting and communication skills (verbal and written)
Ability to clearly explain complex procedures to non-technical users.
Ability to follow Standard Operating Procedures (SOPs)
Basic understanding of Microsoft Windows and Office.
Familiarity with hardware ports, peripherals, and computer setup
Manage multiple priorities including but not limited to Service Desk tickets and Service Desk phone calls
Capacity to perform cursory research into problems for documentation within Service Desk tickets
Ability to collaborate within a team environment
Willingness to travel to remote Vaya sites as needed
A High School Diploma/GED and two years’ experience in the use and support of information technology resources and/or customer service support or equivalent.
OR An Associate’s Degree in Computer Science, Information Technology, Management Information Systems, or equivalent field of study and at least one year of experience in the use and support of information technology resources and/or customer service support or equivalent.
OR A Bachelor’s Degree in Computer Science, Information Technology, Management Information Systems, or equivalent field of study preferably with at least 6 months of experience (Note: experience can include internship experience, etc.)
OR A Bachelor’s Degree in another field of study and at least one year of experience in the use and support of information technology resources and/or customer service support or equivalent.
A degree alone does not prepare an applicant for this position. Some experience using/supporting information technology resources and/or customer service support would be important.

Responsibilities

Provide onsite and remote technology support to staff, contractors, and visitors using Vaya-issued equipment (laptops, MiFis, printers, scanners).
Support software and applications including Microsoft 365 suite, Microsoft Teams, Adobe, and other approved tools.
Execute tasks and technical projects assigned by Service Desk Manager, or ISD Leadership
Provide support for all information security related issues and policies such as incident research, incident escalation and informational support
Respond to support requests within the appropriate Service Level Agreement, perform detailed assessment of support requests prior to escalation. This shall include user information, computer/device information, description of issue, indication of ability to replicate issue and a list of troubleshooting steps taken prior to escalation
Coordinate user access to systems (e.g., password resets, account unlocks).
Participate in a rotating on-call schedule for after-hours support.
Travel to Vaya remote locations for deployment, support, or troubleshooting needs.
Utilize current help desk application to enter, track, update and maintain all user support requests (tickets).
Follow established SOP’s when communicating with staff, vendors, contractors and stakeholders and when escalating or closing tickets
Answer phone calls from internal and external users as presented in the round-robin call queue
Maintain physical inventory of technology assets and assist with deployment and returns.
Comply with departmental SOPs, policies, and contribute to their ongoing improvement.
Communicate regularly with ISD peers and leadership to ensure timely updates and escalations.
Provide accurate information to support leadership requests or inquiries
Stay up to date on technologies and systems in use at Vaya.
Prioritize and manage workload effectively across multiple tasks.
Other Duties as Assigned.