IT - Help Desk Support Specialist ; 3rd Shift

Overview

Naph Care has an excellent opportunity for an on-site IT Help Desk Support Specialist (3rd Shift) to join our Corporate Headquarters in Birmingham, AL
. The shift is 10p-7a Sunday through Thursday.

LOCAL CANDIDATES ONLY.

The IT Help Desk Support Specialist is the first line of support to resolve issues related to Naph Care's IT and Electronic Health Record Systems. This position's primary responsibility is to efficiently address issues reported by end-users, triage and upscale issues to upper-tier support, and provide consistent, professional internal and external communication.

Naph Care 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!

Naph Care 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.

Naph Care partners with correctional facilities to provide proactive, patient-focused healthcare.

Naph Care Full Time Benefits:

• Prescriptions free of charge
  through our health plan
• Health, dental & vision insurance that
  starts day one
  !
• We offer low cost benefits to our employees and their families.
• Employment Assistance Program (EAP) services
• 401K and Roth with company contribution that starts day one!
• Tuition Assistance
• Referral bonuses
• On-site education
• Free Continuing Education!
• Term life insurance at no cost to the employee
• Generous paid time off & paid holidays

Naph Care has a partnership with NetCE that provides CEU/CME for our staff. NetCE uses a rigorous peer review process to ensure that all activities and content are up-to-date. This service streamlines continuing education for all Naph Care Employees to meet state specific requirements for maintaining licensing.

With Naph Care, 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.

• Position reports to the Help Desk Manager.
• 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.
• Tools
  - Help Desk agents are expected to know and have experience using the following tools:
  • Team Dynamix (TDX) or similar ITSM (Information Technology Service Management) ticketing tools.
  • SQL experience
  • Familiarity with Microsoft products including Word, Excel, and Outlook.
  • ADUCs tool for troubleshooting and creating/removing network accounts.
  • Exchange
  • PDF browsers (i.e. Adobe, Xchange, etc.)
  • Collaboration tools (i.e. Skype, Slack, email, etc.)
  • Endpoint Management tools (i.e. Kaseya, HP Open View, Sophos, Manage Engine)
  • General Windows troubleshooting (hardware, settings, etc.)
• Miscellaneous
  • 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 2nd shift if we need coverage.
• Phones
  - You are expected to participate in taking calls.
• Days/
  
  Shifts:
  • Training Period:
    Monday to Friday 8a to 5p for a minimum of three (3) months.
  • Night shift:
    10p-7a Sunday through Thursday, to be decided as needed for coverage of the Help Desk.
  • On-Call:
    Begins after the training period ends and rotates every few weeks per schedule.
  • Note:
    
    The above requirements may be waived if this is a promotion.
• 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, Tech Care.
• SQL experience using statements to research issues.
• Utilize the Help Desk Ticketing System to enter and/or escalation 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 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.
• Having the right attitude is important. Even if you get frustrated, you should not allow this to interfere with working with clients.

• Easily navigate and use basic…