LOCATION: Asheville, NC – this is an office-based position in Asheville, NC. The person in this role must reside in North Carolina or within 40 miles of the NC border. Vaya Health’s office operates Monday – Friday from 8:30am-5:00pm EST.
GENERAL STATEMENT OF JOB
The Support Specialist II position is a full-time office-based position in Vaya’s Asheville office. This position is responsible for technical and administrative support and training related to network and computer systems. Additionally, this position will support internal Vaya staff and external stakeholders who use Vaya’s systems.
ESSENTIAL JOB FUNCTIONS
Advanced User Support:
- Execute complex technical support. Including, but not limited to:
- Laptop imaging and configuration
- Participate in asset inventory tracking
- Provide workstation, laptop, mobile devices, smart phones, telephone, audio/visual and other technology support to staff, external stakeholders and visitors.
- Provide support for enterprise, office, communication, collaboration, network and other applications.
- Provide local (hands-on) and remote support.
- Directly support C-Level Staff.
- Provide support for all information security related issues and policies.
- Support issuance of security cards and staff badges.
- Respond to support requests within 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.
- Utilize current help desk application to enter, track, update and maintain all user support requests (tickets).
- Follow established SOP’s when communicating with staff and when escalating or resolving tickets while ensuring a consistently approachable and positive demeanor.
- Deliver projects on schedule and communicate issues with teammates proactively.
- Effectively manage time and priorities.
- Participate in 24/7 on-call rotation
Service Desk operations:
- Prototype and/or develop procedures and document technical processes.
- Research items and submit Purchase Requests as needed for day-to-day operations.
- Act as Beta tester for new applications/devices/etc.
- Provide end user based training.
- Ensure documentation is always up to date.
Other duties as assigned.
KNOWLEDGE, SKILL & ABILITIES
- Proficient in diagnosing and resolving technical issues related to hardware, software and network connectivity
- Familiar with Microsoft operating systems and troubleshooting procedures
- Experience in Application Support for end users for common software applications
- Excellent written and verbal communication skills with the ability to communicate to various level of users
- Excellent customer service skills that follow organizational mission, vision and values
QUALIFICATIONS & EDUCATION REQUIREMENTS
High School Diploma or GED required. Associate Degree in Computer Science or equivalent preferred. Must have two (2) years of experience in service desk support including the troubleshooting of hardware, software and network areas.
PHYSICAL REQUIREMENTS:
- Close visual acuity to perform activities such as preparation and analysis of documents; viewing a computer terminal; and extensive reading.
- Physical activity in this position includes crouching, reaching, walking, talking, hearing and repetitive motion of hands, wrists and fingers.
- Sedentary work with lifting requirements up to 10 pounds, sitting for extended periods of time.
- Mental concentration is required in all aspects of work.
RESIDENCY REQUIREMENT: The person in this role must live in North Carolina or within 40 miles of the NC border.
SALARY: Depending on qualifications & experience of candidate. This position is non-exempt and is eligible for overtime compensation.
DEADLINE FOR APPLICATION: Open Until Filled.
APPLY: Vaya Health accepts online applications in our Career Center, please visit https://www.vayahealth.com/about/careers/.
Vaya Health is an equal opportunity employer.
Skills Required
- High School Diploma or GED
- Associate Degree in Computer Science or equivalent
- Two years of experience in service desk support
What We Do
Vaya Health is whole-person health organization helping those with behavioral health and intellectual or developmental disabilities connect with the right providers on their journey toward healing, recovery and hope. At Vaya Health, our goal is to embrace innovation, adapt to a changing environment and maximize resources for the long-term benefit of the people and communities we serve. We maintain a network of highly qualified providers, respond to individual and family needs on a local level and effectively manage public service dollars. Additionally, through a robust public outreach program, we educate the community about mental health, substance use disorder and I/DD issues and available services — individuals in need can speak with a representative any time. Through reinvestment initiatives, we are demonstrating every day how public managed care can benefit both the people who receive our services and the taxpayers of North Carolina. Every day, we work with each other, our providers, our partners and the people we serve to develop the best and most-needed services for a healthier North Carolina.
