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Job Description

The IT Support Services Specialist I is a technical position responsible for daily operation, administration, monitoring and maintenance support of local and remote technical applications, computing infrastructure, data network, voice network, and end-user desktop environments. This includes the administration and support of both hardware and software, maintaining and managing applications deployed within the company. Perform a variety of troubleshooting, problem solving and monitoring tasks; log and track help desk issues and requests as a primary user contact. Job functions include: Technical Help Desk Tier I, Network Operations Center monitoring and analysis, and on-site Site Support desktop and mobile phone services. Also, an active team member of cross-functional department with support for directory domain service and security administration, and facilitation of ITIL domains including: incident management, problem management, change management, asset management, configuration management, service level management, and data protection. This position involves fulfillment, maintenance, and administration of service request and incident ticket systems, infrastructure monitoring systems and tools. The position requires strict adherence to standard operating procedures, standards, and guidelines. Also, responsible for maintaining IT service level performance metrics, dashboards, and reports pertaining to system availability, trouble tickets, and service request activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

+ Provide Technical Help Desk and Site support services for applications, workstations, terminals, data network, telecom, printing/output, and other computing peripherals.

+ Support and coordinate with software development department and business departments, including supporting the network administrators to ensure network availability.

+ Enter all calls in the Help Desk tracking software, including detailed information.

+ Monitoring and track help desk requests, communicate the status of problem resolution with the users.

+ Participate in monitoring and maintenance of system key process improvements.

+ Manage user, computer accounts and the Active Directory objects.

+ Troubleshoot and resolve network hardware and software problems.

+ Follow established policies, procedures and technology standards to ensure system availability and security.

+ Follow department IT documentation.

+ Maintain and manage computer, peripherals and presentation equipment.

+ Responsible for receiving and responding to all Help Desk calls and emails acting as first line of contact for employees seeking computer assistance.

+ Communicate with coworkers, management, staff, customers, and others in a courteous and professional manner.

+ Conform with and abide by all regulations, policies, work procedures and instructions.

+ Respond promptly when returning telephone calls and replying to correspondence.

+ Act, dress, and behave in a professional manner to reflect a positive image of the company.

+ Respond promptly when returning telephone calls and replying to correspondence.

+ Responsible for compliance with all federal, state and local laws, rules and regulations affecting Company.

+ Conform with and abide by all regulations, policies, work procedures and instructions.

+ Responsible for participating in quality assurance, compliance and in-service and continuing education activities as requested by Company.

EDUCATION AND EXPERIENCE

+ Associates’ Degree in Computer Science/ MIS. Bachelor’s Degree preferred.

+ 1 to 2 years of experience in a similar position

+ Ticket and service request fulfillment

+ Site support desktop management

+ ITIL and PMP best practices

+ Experience communicating with and supporting IT end users

+ Experience identifying and troubleshooting hardware and software problems

+ Experience working in a team environment

+ Experience managing vendor/supplier relationships and service levels

OTHER DUTIES AND RESPONSIBILITIES

+ Follow the framework to observe NOC monitoring/alerting, business impact assessment, Technical Help Desk problem management, and IT service request workflow.

+ Assist with development and maintenance of formal HelpDesk, NOC, and Site Support Desktop knowledgebase, policies and procedures for consistency and increased productivity.

+ Review tickets daily for accuracy, policy adherence, and feedback opportunities.

+ Develop, review, and distribute IT reports and metrics.

+ Support all Service Desk related projects, providing regular updates to the project stakeholders.

+ Ensure technician adherence to company and IT policies and procedures.

Knowledge, Skills, and Abilities:

+ Certifications (e.g. ITIL, CompTIA A+/Network+/Security+, Microsoft certs, etc.)

+ Basic knowledge of SCCM (or similar deployment software)

+ Basic knowledge of TCP/IP and basic switching, routing, and firewall concepts

+ Knowledge of Microsoft Windows desktop and server operating systems (e.g. Win10, Win11, WinSvr 2016+)

+ Knowledge of MS Active Directory structures, objects, security, and administration

+ Basic knowledge of MS Terminal Services, IIS, Exchange, and SQL database concepts, a plus

+ Basic knowledge SNMP, RMON, ping, traceroute, nslookup, and other network management protocols, utilities, and topics

+ Knowledge of anti-virus, anti-malware, and anti-SPAM solutions

+ Basic knowledge of desktop imaging and backup technologies

+ Basic knowledge of thin terminal technology (Wyse, MS terminal services)

+ Knowledge job and task scheduling concepts

+ Knowledge of MS Office application suite (Office 365)

+ Knowledge of time management and tracking concepts

+ Basic knowledge of telecom concepts (TDM, VoIP, H.323, and SIP), a plus

+ Basic knowledge of Unix/RHEL Linux operating systems, a plus

+ Ability to analyze trends and implement an efficient reporting mechanism or process.

+ Ability to prioritize assignments and handle multiple tasks.

+ Ability to organize work activities and job functions to ensure timely completion of tasks on a daily, weekly and monthly basis

+ Ability to interface effectively with other departments, staff, and associates at all levels

+ Ability to make sound decisions after considering facts and weighing alternatives

WORK ENVIRONMENT

Work takes place in a standard office environment. Tasks involve full range of body motion manual finger dexterity and eye-hand coordination; sitting for long periods of time. Daily tasks may require some bending, carrying and lifting 5-50 pounds.

Flexible work hours practiced to support after hours and weekend on call responsibilities. Laptop, mobile phone, and remote access devices/tools are allocated to this position to enable remote support capabilities.

Occasional travel may be required (less than 10%)

About Us

Convey Health Solutions: is a healthcare technology and services company that specializes in providing integrated solutions for government-sponsored health plans, including Medicare, Medicaid, and commercial plans. The company focuses on enhancing the administration, compliance, and member engagement of health plans, offering scalable and flexible solutions that support health plan operations.