IT Computer Support Technician II

Competitive Compensation & Benefits Package!  

Position eligible for – 

• Annual incentive bonus plan
• Medical, dental, and vision insurance with low deductible/low cost health plan
• Generous vacation and sick time accrual
• 12 paid holidays
• State Retirement (pension plan)
• 401(k) Plan with employer match
• Company paid life and disability insurance
• Wellness Programs
• Public Service Loan Forgiveness Qualifying Employer

See attachment for additional details. 

Office Location:  Available for any of Partners' NC locations (will travel to various locations)

Projected Hiring Range:  Depending on Experience

Closing Date:  Open Until Filled

Primary Purpose of Position:  This position will provide second level technical support to computer users, perform data entry and report generation using the LME/MCO software solutions.   

Role and Responsibilities:   

Help Desk Services – This position provides service desk functions as the second level of Information Technologies (IT) Support to Partners’ staff and providers.  The agent will receive phone calls, emails and voice mails to be worked in a timely manner.  Required to know when to escalate urgent issues.   Will work as 2nd level support from Tier 1 agents. Troubleshoots in multiple areas including resetting passwords, adding printers, mapping network drives, email, creating electronic calendars, resetting printers and copiers, troubleshooting web browser issues, printer problems, and routine error messages on equipment.  This includes logging Service desk tickets for all calls and dispatching higher level support if necessary.  Tickets must be logged in a manner that if escalated, all relevant information is included.    Assist end users by answering basic operational questions or directing them to appropriate resources for standard business applications such as Microsoft Office.  Utilizes on-line knowledge base to resolve technical issues including software specific questions and problems. Assists in maintaining the current Knowledge Base to include creating articles.  Process termination of users’ accounts. Creates accounts and access for new employees. Processes all changes sent from HR Use remote access software to gain access to the end user’s account to assist with troubleshooting and will also be required to work in the field as necessary. Required follow-up with end users to ensure issue is resolved.   

Assist in the testing of new applications software before deployment and triages application tickets at a tier 2 level.  Maintain a working knowledge of the applications used within the organization.

Updates training manuals for new revised software and hardware. Tier 1 for Security challenges and resolution. Go-live support for applications and hardware.  DR support to assist our Network Team. 

Self-Starter and able to multi-task in a Healthcare environment.  

Included but not limited to Core systems application escalation. 

Legacy System Support – During transition from legacy to new LME/MCO software completes daily tasks to support continued operation of legacy systems.   

Reporting - Prepares various standard reports for end users and management as directed 

Coverage – Provides continuous coverage of all applications, point of contact for agency problem reporting and resolution. 

Performs other job-related tasks as required. 

Knowledge, Skills and Abilities: 

General Knowledge of computers and related information technology devices 

General knowledge of the software packages utilized by the agency 

Demonstrated technical aptitude through strong analytical skills, problem identification and resolution, organizational skills, creativity, and critical thinking 

Excellent written and oral communication skills required in working with users and team members 

Ability to be a team player and interact well with the other team members. 

Ability to communicate effectively with users who may not be coherent in clarifying problem situations. 

Ability to work under time constraints and other demands. 

Ability to establish and maintain effective working relationships.  

Ability to display a positive attitude and show initiative to meet departmental goals and customer expectations. 

Education/Experience Required:  High School graduate or equivalent and three (3) years in the use of computing and information technology resources or an equivalent combination of training and experience. 

Education/Experience Preferred: Two (2) year degree and experience, or a combination of education and experience, O365, VMWare troubleshooting and monitoring, 6 months Service Desk experience in Healthcare, A Certification, Microsoft Certification, phone system troubleshooting 

Licensure/Certification Requirements:  N/A