Support Specialist I Onsite (Asheville, NC) at Vaya Health

LOCATION: Asheville NC this is an office-based position at our Ridgefield office in Asheville NC. Prefer the person in this role to live in North Carolina or within 40 miles of the NC border. Vaya Healths office operates Monday Friday from 8:30am-5:00pm EST.GENERAL STATEMENT OF JOBThe Support Specialist I - Onsite position is responsible for technical and administrative support and training related to network and computer systems. The position supports both internal and external users with Vaya Health hardware and software. Working from the Ridgefield location the specialist will also travel to remote sites as needed to provide hands-on support. Responsibilities are performed in accordance with policies procedures and under direction of the supervisor ensuring all Vaya employees have the tools needed for their work and that Vayas technology assets remain secure and operational.ESSENTIAL JOB FUNCTIONSUser Support:Provide onsite and remote technology support to staff contractors and visitors using Vaya-issued equipment (laptops MiFis printers scanners). Support software and applications including Microsoft 365 suite Microsoft Teams Adobe and other approved tools. Execute tasks and technical projects assigned by Service Desk Manager or ISD LeadershipProvide support for all information security related issues and policies such as incident research incident escalation and informational supportRespond to support requests within the appropriate 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 escalationCoordinate user access to systems (e.g. password resets account unlocks).Participate in a rotating on-call schedule for after-hours support. Travel to Vaya remote locations for deployment support or troubleshooting needs.Service Desk:Utilize current help desk application to enter track update and maintain all user support requests (tickets). Follow established SOPs when communicating with staff vendors contractors and stakeholders and when escalating or closing ticketsAnswer phone calls from internal and external users as presented in the round-robin call queueMaintain physical inventory of technology assets and assist with deployment and returns. Comply with departmental SOPs policies and contribute to their ongoing improvement. Communicate regularly with ISD peers and leadership to ensure timely updates and escalations. Provide accurate information to support leadership requests or inquiriesStay up to date on technologies and systems in use at Vaya. Prioritize and manage workload effectively across multiple tasks.Other Duties as Assigned.KNOWLEDGE SKILLS & ABILITIESStrong troubleshooting and communication skills (verbal and written)Ability to clearly explain complex procedures to non-technical users. Ability to follow Standard Operating Procedures (SOPs)Basic understanding of Microsoft Windows and Office. Familiarity with hardware ports peripherals and computer setupManage multiple priorities including but not limited to Service Desk tickets and Service Desk phone callsCapacity to perform cursory research into problems for documentation within Service Desk ticketsAbility to collaborate within a team environmentWillingness to travel to remote Vaya sites as neededQUALIFICATIONS & EDUCATION REQUIREMENTSA High School Diploma/GED and two years experience in the use and support of information technology resources and/or customer service support or equivalent.ORAn Associates Degree in Computer Science Information Technology Management Information Systems or equivalent field of study and at least one year of experience in the use and support of information technology resources and/or customer service support or equivalent.ORA Bachelors Degree in Computer Science Information Technology Management Information Systems or equivalent field of study preferably with at least 6 months of experience (Note: experience can include internship experience etc.)ORA Bachelors Degree in another field of study and at least one year of experience in the use and support of information technology resources and/or customer service support or equivalent.A degree alone does not prepare an applicant for this position. Some experience using/supporting information technology resources and/or customer service support would be important.PHYSICAL REQUIREMENTS:Frequent computer use document handling and communication.Physical requirements include walking crouching reaching and occasional lifting (up to 10 lbs.).Must be able to concentrate multitask and travel.RESIDENCY REQUIREMENT: Prefer the person in this role 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 Health is an equal opportunity employer.Required Experience:IC Key Skills Children Activity,Access Control,Human Resources Administration,Government,Actuary,Hydraulics Employment Type : Full-Time Experience: years Vacancy: 1 Yearly Salary Salary: 39696 - 51605