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Form of work SENIOR HELP DESK SPECIALIST
Council on Aging of Southwestern Ohio (COA) is a nonprofit organization dedicated to enhancing quality of life for older adults, people with disabilities, their families and caregivers. We promote choice, independence, dignity and well-being through a range of services that help people remain in their homes for as long as possible.
COA is a state-designated Area Agency on Aging, serving a 5-county region. One call to COA links people to the wide variety of agencies, information and programs that serve older adults and people with disabilities.
COA has more than 300 employees, close to 300 contracted providers, and an annual budget of $102.7 million.
Our mission: Enhance lives by assisting people to remain independent through a range of quality services.
Position Description:
The Senior Help Desk Specialist is responsible for support, analysis, workflows and system optimization of software programs COA uses to provide care management, direct services and day-to-day operations to include, but not limited to CareDirector, NovusMED, Salesforce, and Vonage phone system. This position will also assist with Help Desk coverage and tier 2 tickets. Senior Help Desk Specialists are expected to abide by all HIPAA and compliance guidelines while delivering unparalleled customer service. This position requires working in the office five days a week.
Essential Job Functions:
- Provide end user technical support for all COA staff through in person, phone, e-mail, and other electronic means.
- Resolve issues in a timely manner in accordance with established Service Level Agreements.
- Troubleshoot complex problems, diagnose issues, and escalate more complex situations to designated contacts within the organization.
- Thorough documentation of all issues and their corresponding resolutions using ticketing systems, databases, spreadsheets, and other systems as required.
- Support, develop, troubleshoot, and manage processes, workflows, and reports associated with CareDirector, NovusMED, Salesforce, Vonage and associated programs developed within these systems and platforms.
- Participate in projects and new business initiatives to assist with new software implementation and/or expansion.
- Provide coverage and assistance for COA’s Help Desk and complete all tasks assigned to the Help Desk Specialist position Assist with the maintenance and development of departmental P&Ps, Best Practices, KB articles, and other documentation.
- Maintain a professional attitude and appearance while providing an outstanding level of customer service to COA staff.
- Promote and comply with confidentiality and strict adherence to HIPAA regulations.
Qualification Requirements:
- Associates Degree in an IT related field or equivalent experience.
- Excellent problem-solving skills
- Basic project leadership and organizational skills
- Able to gain knowledge and understanding of program process in relation to software.
- Willing to identify and try new approaches.
- Excellent customer service skills including working with COA software vendors
- Good interpersonal communication skills.
- Ability to adapt to frequent change.
- Good oral and written communication skills.
- Ability to collaborate and problem solve.
- Excellent computer skills, including the Windows operating and email system, MS Word, MS Excel, data entry and the ability to learn new software applications as needed.
- Ability to travel within the state of Ohio for training.
- Respect for the cultural, spiritual, racial and ethnic beliefs of others.
- Experience in healthcare preferred.
