Technical Support Specialist

The Technical Support Specialist is the front-line customer support to all employees and business partners regarding any system or telephone issues.

• Acts as first line of support for all end user technical issues
• Monitor, track and resolve IT Service Desk tickets. Respond and resolve tickets adhering to department service level agreements.
• Installs and supports PC hardware, software and peripherals for end users
• Sets up and maintains a stable desktop environment for all customers
• Uses Active Directory to reset passwords and move users and computers between departments
• Installs and configures printers and scanners.
• Remediates issues identified on desktop equipment related to security incidents or vulnerabilities
• Tracks and maintains inventory of IT equipment using an asset management system
• Trains end users on the proper operation of PCs such as how to connect to the network, how to correctly shut down the system, how to back it up, etc.
• Troubleshoots desktop, printer hardware, software, and telephone problems
• Other duties as assigned
• Corporate Compliance Responsibility - As an essential function, responsible for complying with Neighborhood's Corporate Compliance Program, Standards of Business Conduct, applicable contracts, laws, rules and regulations, policies and procedures as it applies to individual job duties, the department, and the Company. This position must exercise due diligence to prevent, detect and report unlawful and/or unethical conduct by fellow co-workers, professional affiliates and/or agent

Qualifications

Required:

• Associate degree in related field, or sufficient, relevant work experience to equate to the degree
• One or more (1+) years of experience in a professional work environment supporting at least a minimum of 50 users in a technical support capacity
• Experience working with Windows Family of Operating Systems
• Experience working with Microsoft Office applications
• Extensive knowledge of PC configuration and Windows operating systems required
• Strong troubleshooting and problem-solving skills with attention to detail
• Excellent customer service skills
• Team Player

Preferred:

• Bachelors degree
• Two more (2+) years of experience in a professional work environment supporting at least a minimum of 100 users in a technical support capacity
• General knowledge of network operating systems, network topologies and protocols
• General knowledge of telecommunication systems and equipment
• Strong verbal and written communications skills
• Experience with JIRA Service Desk (Help Desk) solution software or equivalent
• Experience imaging workstations using System Center Change Management (SCCM)

Neighborhood Health Plan of Rhode Island is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.