Sr. Technical Support Specialist

Position Overview:

The Senior Technical Support Specialist is responsible for supporting end users with repairing and maintaining PC and peripheral devices and for troubleshooting basic network-related issues.

Essential Functions:

• Provide technical assistance to end users experiencing issues with PC hardware, software, in-house applications, email and peripheral devices.
• Answer calls to the support desk, assist with walk-ins and deskside support, maintain a queue of tickets assigned in the ticketing system, and assist with IT projects.
• On-call availability is when an employee is required to be available to work on short notice, outside of their regular working hours. This could mean being on call during regular work hours or 24/7. While on-call, employees can be at home, at work, or called into the office or anywhere else at any given time.
• Upgrade, plan and maintain CBH images for deployment to new and repaired PC’s.
• Assist with conference room management and support technology used for hosting webinars and web conferences.
• Offer input to improve IT processes and be proactive in finding solutions to help prevent/mitigate issues and properly train end-users to take advantage of available technology.
• Research and develop best practices for standardizing and documenting technical support procedures.
• Support and maintain CBH IS inventory and equipment database.

Position Requirements:

• Education: Associate’s degree preferred or higher in technical or business area, or an equivalent combination of training and experience.
• License/Certification: A+ certification; Net+ certification preferred
• Relevant Work Experience: At least three years of help desk experience

Skills:

• Strong interpersonal, communication and customer service skills
• Able to multi-task
• Strong problem-solving skills

CBH is a dynamic organization dedicated to providing access to high-quality, accountable care to improve the health and mental wellness of our members. CBH offers a robust compensation and benefits package, including:

• Family Planning, Fertility, Adoption Benefits
• 403B Retirement Plan
• PTO Days/Sick Days
• Wellness Program
• Employee Assistance Program
• Health, Dental, Vision Insurance
• Medical, Prescription Drug Insurance
• Tuition Reimbursement
• Commuter Benefits
• Flexible Spending

Philadelphia Residency Requirement:

• The successful candidate must be a current Philadelphia resident or become a resident within six months of hire.

U.S. Authorization Requirement:

• CBH does not provide sponsorship for applicants requiring future work authorization. All candidates must be legally authorized to work in the United States without requiring sponsorship now or in the future.

Equal Employment Opportunity:

• We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CBH is an equal opportunity employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on all qualified individuals. This is without regard to race, ethnicity, creed, color, religion, national origin, age, sex/gender, marital status, gender identity, sexual orientation, gender identity or expression, disability, protected veteran status, genetic information or any other characteristic protected individual genetic information, or non-disqualifying physical or mental handicap or disability in each aspect of the human resources function by applicable federal, state, or local law.

Requesting An Accommodation:

• CBH is committed to providing equal employment opportunities for individuals with disabilities or religious observance, including reasonable accommodation when needed. If you are hired by CBH and require an accommodation to perform the essential functions of your role, you will be asked to participate in our accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodation once hired.
• If you would like to be considered for employment opportunities with CBH and have accommodation needs for a disability or religious observance, please send us an email at CBH.Recruitment@Phila.gov