Technical Support Specialist II

Job Description

Job Description

NELC is one of the fastest growing home infusion therapy services companies in New England and is the region’s only non-profit home infusion provider. NELC is a hospital collaborative serving more than 70 hospital systems in Maine, New Hampshire, and Massachusetts. NELC was created by local hospitals to ensure their patients have access to a provider that reflects their commitment to excellence in patient care, quality, and service. Like our owner hospitals, NELC provides patient focused care.

New England Life Care has and continues to build a diverse, inclusive, and authentic workplace, so if you’re energized by this opportunity, we encourage you to apply!

New England Life Care currently has an opening for a Technical Support Specialist. There are two schedules available for this role: Monday through Friday from 9:30am until 6:00pm or 8:30am until 5:00pm on-site in our Concord, New Hampshire Branch. Once full trained, this person will be incorporated into weekend on-call rotation.

Summary:

The Technical Support Specialist's role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.

Benefits:

• Career Advancement
• Health insurance
• Dental insurance
• Vision insurance
• Generous employer-matched 403b savings program
• Company paid: Life insurance, Short- and long-term disability insurance
• Paid time off
• And much more!

Primary Responsibilities:

• Field incoming help requests from end users via telephone, email, or in-person in a courteous manner.
• Document all pertinent end user identification information and nature of request or issue.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Create and maintain user accounts for new hires and make relevant modifications upon changes in position and deactivate accounts and access and retrieves equipment for terminations.
• Coordinates with vendors to resolve any issues with NELC network, including outages or other issues related to networks, phones, fax lines, Internet, and printers/copiers.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Participate in end-user training.
• Participates in on call rotation.

Educational/Regulatory/Professional Skills:

• Associates degree equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
• Maintains necessary level of technical expertise by reading trade journals and other communications.
• Certification in network or systems administration or 1-2 years experience working in Systems/Network Administration preferred.
• Valid Driver’s license in good standing and ability to travel to all company offices as needed for support and maintenance. Routine visits will be expected to branch offices on a regular basis.
• Requires working knowledge of Microsoft Windows in a Microsoft Windows Active Directory Environment; ability to install, remove, and support PC related hardware and software, including printers; and good understanding of LAN/WAN technology as it relates to DNS, WINS, DHCP, TCP/IP, etc.
• Experience working in a team-oriented, collaborative environment.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Proven analytical and problem-solving abilities.
• Dependability in attendance and job performance.
• Knowledge of Citrix, Terminal Services, Web Site support/design, MS Exchange, backup systems, anti-virus software, routers, firewalls, MS SQL, MS Office applications, Office 365 and ShoreTel phone system a plus.
• Exceptional written and oral communication skills.
• Highly self-motivated and directed.
• Attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good interpersonal skills, ability to work well with others at all levels of the organization.
• Knowledge of HIPAA Privacy and Security requirements preferred

EOE