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Form of workJob Description
At VGM, we live by a common set of values that we call our power of one principles. We give our employees the freedom and resources they need, backed by our culture of collaboration and diverse thought, to continue innovating and advancing our services – if you want to be empowered to make a difference, you will love it here.
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Help Desk Technician Summary
As a Help Desk Technician at VGM HOMELINK, you will address and troubleshoot errors, issues, and questions encountered by associates within the internal software system and related programs. You will work with other departments to ensure the internal software system is functioning how it should be. Communicate with our development staff so enhancements and/or fixes can be accurately and correctly implemented to the internal software system. In this position, you will become familiar and work with all areas of HOMELINK’s business including (but not limited to) client contracts, financial responsibilities, compliance/regulatory, and front/back end operations.
Reporting Accountability: Director of IT
Working Location: Onsite at VGM Main Campus
Work Hours Classification: Full-Time, within the hours of 8am-5pm CST Monday-Friday. Flex schedules and on-call hours possible.
Responsibilities/Duties of the Job
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Troubleshoot, diagnose and resolve problems related to HOMELINK’s business systems
- Respond to queries either in person, via email, or over the phone
- Respond to email messages for customers seeking help
- Walk associates through the problem-solving process
- Work with the Business Analysts on system change requests
- Data entry
- Help test/validate Viper (internal software system) enhancements when needed
- Follows strict confidentiality and HIPAA privacy and security guidelines
- Other duties assigned by your manager
Position Qualifications
Education/Experience:
- High school diploma/GED desired
- Equivalent professional experience preferred
- Must comply with continuing education per Company, regulatory, contractual, and accreditation requirements’
Skills and competencies:
- Ability to multitask and prioritize
- Possess strong time management and organization skills
- Work well under pressure and be punctual
- Flexible with the ability to routinely adapt to change
- Team player and independent team member with excellent communication skills
- Willingness to learn new areas of HOMELINK’s business as needed
Physical Requirements:
- Working at a physical desk, moving about the office and facility as needed for work
- Operation of office machinery and equipment
- Visual abilities to include reading, distance vision and peripheral vision
This job description reflects the general duties of the job but is not a detailed description of all duties which may be inherent to the position. Reasonably related additional duties may be assigned to the individual Associate.
VGM Group, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
