IT Support Specialist
Help Desk OCM F35 80 365

IT Support Specialist

We're looking for colleagues who are ready to Think Big, Go Fast, Deliver Awe, and Win Together. These core values embody our diverse and inclusive culture and help us live out our mission of "getting people the care they need when they need it." Over the last 30 years, our company has established itself as the market leader in managed care for the workers' compensation industry. We are committed to making a positive impact in the lives of the injured workers we serve, and we have fun doing it. 

Salary Range: 16.39 - 24.56 Hourly
Salary may vary based on location, years of experience, qualifications, and skill set. 
 
Benefits Summary: 
In return for your commitment to our company's mission, we offer a vast array of benefits to help support the whole you. 

• Opportunities to work from home 
• Competitive wages with opportunities to earn annual merit increases 
• Paid development hours to use for professional and community development! 
• Generous paid time off, 8 company holidays, and 2 floating holidays per year 
• $1,000 Colleague Referral Program 
• Enterprise Recognition Program rewarding colleagues for their extraordinary work 
• Exclusive discounts on travel, activities, and merchandise via work discount program 
• Colleague Assistance Program that provides free counseling and financial services 
• Tuition Reimbursement Program including certifications 
• Quantum Health: A healthcare navigation platform to help our colleagues make the best, most cost-effective healthcare decisions 
• Medical, dental, and vision insurance 
• Pre-Tax FSA and HSA health savings accounts 
• 401(k) matching 
• Company paid life insurance 
• Company paid short term and long-term disability 
• Referral program
• Healthcare concierge 
• The One Call Foundation which aims to help colleagues during unexpected emergencies, from car accidents to natural disasters. 

GENERAL DUTIES & RESPONSIBILITIES:

* Provides day-to-day technical support for network infrastructure and desktop systems software and hardware.
* Utilizes soft skills and troubleshooting skills to resolve client issues and questions.
* Asks probing questions to gather relevant information on routine and complex calls.
* Uses effective listening skills to develop an understanding of client questions or issues.
* Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment.
* Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
* Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
* Maintains passwords, data integrity and file system security for the desktop environment.
* Communicates highly technical information to both technical and nontechnical personnel.
* Recommends solutions, including new acquisitions and upgrades.
* May participate in development of information technology and infrastructure projects.
* Other related duties are assigned as needed.

EDUCATIONAL REQUIREMENTS:

A high school diploma or GED is required for this role.

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

* Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills. 
* Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network ( e.g., resetting password, bouncing PU, resetting remote devices).
* Knowledge of basic problem resolution and escalation practices.
* Ability to provide appropriate level of support and guidance with OCCM applications and procedures.
* Effective use of listening skills to develop an understanding of client inquiries and problems.
* Excellent team player.
* Self-motivated to learn new technology and new ways to deliver support.
* Shows enthusiasm when providing technical support.
* Stays up-to-date with the latest technology.
* Problem Solving and critical thinking skills. 

PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENTS:

* For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear.
* For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear.
* The employee is occasionally required to stand, walk, and lift objects (up to 10 lbs. weight; up to 4 ft. height).
* Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus.
* The work environment utilizes florescent lighting; noise level is moderate.
* The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.
* Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position.
* Please be advised the job description is subject to change at any time.