American Specialty Health Incorporated is seeking a Systems Support Technician I-Onsite to join our Information Technology - Operations (ITO) department. This position will provide technical support to ASH staff and to provide the most efficient and effective resolution.

American Specialty Health complies with state and federal wage and hour laws and compensation depends upon candidate's qualifications, education, skill set, years of experience, and internal equity. $20.40 to $22.00 Hourly Wage Range.

Onsite Requirement

ASH requires all onsite employees accept ASH's Communicable Disease and Pandemic Policy for onsite staff and those who travel for each position.

Responsibilities

• Work incoming requests from end users via telephone, e-mail and the ticketing system in a courteous manner.
• Log all Service Desk interactions in our ticketing system.
• Daily review of open or escalated tickets; review/update/follow-up/close open or escalate tickets.
• Work cooperatively with fellow IT members to create and maintain a knowledge base for systems use and develop tools that enable collaboration and information sharing in a virtual environment.
• When required, escalate complex issues to our internal Level 2 team.
• Develop and maintain strong working relationships with various teams within the organization, assisting with projects as needed.
• This position is required to and must be willing to work on-call rotations when needed.
• May need to assemble New Hire equipment kits based on time zone and demand.
• Proficient in imaging and configuring devices for New Hires, Break/Fix replacements, and upgrades.
• Work closely with our local Facilities team and/or other IT team members during implementations of new equipment or software or upgrades.
• Attends team, departmental, and staff meetings to discuss issues and foster teamwork.
• Help update support documentation as our environment changes.

Qualifications

• High school diploma required.
• CompTIA A+ or Microsoft's 365 Fundamentals (MS-900) certification preferred but not required.
• Minimum 1 year experience in a technical support role in a Windows environment.
• Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).
• Highly developed and process-oriented problem-solving skills.
• Proven abilities to troubleshoot and diagnose hardware, software and basic technical issues.
• Exceptional interpersonal and communication skills, with a focus on rapport building, listening, and questioning skills.
• Strong telephone and in-person customer service skills
• Maintain flexibility with respect to work schedule and responsibilities.
• Goal-oriented, organized team player.
• Experience working in a team-oriented, collaborative environment.

Core Competencies

• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.

Mobility

Primarily mobile, able to move in/out of small spaces, climb, lift, squat, crawl, reaching, work overhead, and work on single tasks for long periods of time.

Physical Requirements

Ability to speak, see and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within the facility. Capable of using a telephone and computer keyboard. Bending, squatting, crawling, reaching for long periods of time and able to lift weights up to 50 lbs. and push 80 lbs. using dolly or cart.

Environmental Conditions

Usual office setting.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Please view Equal Employment Opportunity Posters provided by OFCCP here.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702.

ASH will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

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