Support Specialist I - Onsite (Asheville, NC)

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 Health's office operates Monday - Friday from 8:30am-5:00pm EST.

GENERAL STATEMENT OF JOB

The 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 Vaya's technology assets remain secure and operational.

ESSENTIAL JOB FUNCTIONS

User 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 Leadership
• Provide support for all information security related issues and policies such as incident research, incident escalation and informational support
• Respond 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 escalation
• Coordinate 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 SOP's when communicating with staff, vendors, contractors and stakeholders and when escalating or closing tickets
• Answer phone calls from internal and external users as presented in the round-robin call queue
• Maintain 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 inquiries
• Stay 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, & ABILITIES

• Strong 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 setup
• Manage multiple priorities including but not limited to Service Desk tickets and Service Desk phone calls
• Capacity to perform cursory research into problems for documentation within Service Desk tickets
• Ability to collaborate within a team environment
• Willingness to travel to remote Vaya sites as needed

QUALIFICATIONS & EDUCATION REQUIREMENTS

• A High School Diploma/GED and two years' experience in the use and support of information technology resources and/or customer service support or equivalent.

OR

• An Associate's 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.

OR

• A Bachelor's 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.)

OR

• A Bachelor's 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 https://www.vayahealth.com/about/careers/.

Vaya Health is an equal opportunity employer.