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Form of workNaphCare has an excellent opportunity for an IT Help Desk Product Support Specialist to join our Corporate Headquarters in Birmingham, AL working full-time.
The IT Helpdesk Support Specialist is the first line of support to resolve issues related to NaphCare's IT and Electronic Health Record Systems. The NaphCare IT Help Desk supports over 3,000 users across the US and is backed by in-house application developers, infrastructure engineers, and software implementation specialists. 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.
Birmingham, AL area candidates only. This position is ON-SITE in Birmingham, AL ONLY.
Role Expectations
• Position reports to the Help Desk Manager. Product Support experience required.
• 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.
• 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.
• Days/Shifts:
o Training Period: Monday to Friday 8a to 5p for a minimum of three (3) months.
o Required Shift: Monday - Friday, specific hours to be decided as needed for coverage of the Help Desk.
o On-Call: Begins after the training period ends and rotates every few weeks per schedule.
• Hybrid Work: Help Desk staff are allowed one work-from-home day (WFH) per week after the training period is completed and with manager approval.
• Tools: Help Desk agents are expected to know and have experience using the following tools:
o Team Dynamix (TDX) or similar ITSM (Information Technology Service Management) ticketing tools.
o SQL experience
o Familiarity with Microsoft products including Word, Excel, and Outlook.
o ADUCs tool for troubleshooting and creating/removing network accounts.
o Exchange
o PDF browsers (i.e. Adobe, Xchange, etc.)
o Collaboration tools (i.e. Skype, Slack, email etc.)
o Endpoint Management tools (i.e. Kaseya, HP OpenView, Sophos, ManageEngine)
o Perform remote troubleshooting.
o Prioritize and multitask daily workload from calls, tickets and other tasks.
Other duties/tasks as needed by the business and assigned by the Help Desk Manager.
Technical Skills
• 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.
Customer Service Skills
Customer service is an important skill when working with our clients (both internal and external). We must communicate effectively when working on their issues, especially when it comes to giving updates on where we stand on their problem.
• Work with end-users via various communication channels (email, chat, telephone) to assist in a timely and professional manner.
• Attitude - Having the right attitude is important. Even if you get frustrated, you should not allow this to interfere with working with clients.
Education and Experience - Required:
• 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, as well as analytical and problem-solving skills.
• Ability to work in a fast-paced setting while effectively multi-tasking.
• Basic SQL, Windows server knowledge & network troubleshooting.
Education and Experience - Recommended:
• 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.
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 a company that is different.
Equal Opportunity Employer: disability/veteran
