SUPPORT SPECIALIST II bei StatesServ

Essential Functions
Note: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent’s performance objectives as outlined by the incumbent’s immediate supervisor or manager.

1. Responds to both routine and escalated service requests and problems in a customer service-oriented manner. Promptly acknowledges, prioritizes, tracks and documents service requests and problems while maintaining the confidentiality of information processed, stored or accessed by internal and external users.
2. Plans and implements system configuration for more complex areas of proprietary applications and their integrated systems including: HL7, API, and other core functions necessary to operate DBM and PBM solutions. This may also include special projects as assigned by IT Leadership.
3. Acts as a resource to address escalated calls or issues, provide guidance to peers, and documents break/fix outcomes.
4. Facilitates calls for partners and clients, troubleshoots advanced and escalated SaaS system issues including but not limited to new user requests, order issues, maintenance or changes in service.
5. Provides web application orientation to internal customers (e.g., employees) and provides technology support which includes but is not limited to mobile devices, hardware, third party applications, proprietary applications, and SaaS.
6. Reports on service desk and KPI metrics to Support Supervisor and IT Service Manager as well as fulfilling both company and or customer data analytics report requests as directed by IT leadership.
7. Develops and executes SQL statements to assist with troubleshooting of data-related issues and provides data extracts upon request.
8. SaaS application testing as requested by IT leadership.
9. Ensures 24-hour technical support is available to internal and external stakeholders by participating in an on call rotation for after-hours support.

Marginal or Additional Functions

1. Conducts research on web application products in support of IT procurement and development efforts. Evaluates and recommends products for purchase.
2. May work on special projects as assigned by IT leadership.
3. Recognizes problems by identifying abnormalities; reporting violations.
4. Protects company’s intellectual property and the privacy of customers’ data.
5. Performs other duties as assigned or apparent.

Supervisory and Managerial Responsibility

• Supervisory/managerial responsibility is not applicable

Knowledge, Skills & Abilities

Education, Licensure or Certification:
• A high school diploma or equivalent is required
• Associate’s degree in computer science or equivalent is preferred
• Technical certifications are strongly preferred

Work Experience or Related Experience:
• 1-2 years’ direct customer service experience is required.
• 1-2 years’ experience working in a service desk environment.

Specialized Knowledge, Skills & Abilities:
• An in-depth knowledge of DBM/PBM application as obtained by two years’ experience in which the incumbent performed the majority of work in said systems. Experience may include but is not limited to performing tasks in said systems such as ordering, billing, procurement and inventory, contract management and vendor management.
• The ability to provide web application and desktop support and basic and complex integrated system support
• Excellent communication, presentation and interpersonal skills are required to perform the functions as described, including the ability to present compelling solutions, portray professionalism, and instill confidence.
• Incumbents must have a good attention for detail.
• A strong proficiency with business and communications software is required.
• Organizational and time management skills are required as is the ability to perform work with little direction and work on multiple projects simultaneously. Incumbents must have a good attention for detail and a strong proficiency with business and communications software.
• The ability to be proactive and self-directed utilizing good time management, decision-making, and organization skills is required. Incumbents must be able to prioritize multiple tasks
• The ability to work on multiple projects simultaneously is required.

Equipment
• Windows OS 10, Server 2012/2016 R2, Standard, Active Directory, MS Office Programs, SCCM 2012, Anti-Virus / Encryption software, Ticket Management systems, Network monitoring, and Digital phone systems/software.
• Lenovo desktops/laptops, HP/Lenovo Servers, Hubs/Switches, Desktop/Mobile phones.

Travel Requirements and Conditions

• Travel is typically not required for this position but may be requested to service offsite locations and attend technical conferences or team meetings.

Work Environment, Conditions and Demands

• Work is generally performed in an office environment or remote setting in which there is only minimal exposure to unpleasant and/or hazardous working conditions.

Physical Requirements and Demands

• Incumbent must have the ability to stand, sit, stoop, bend and reach. Must be able to use a telephone or headset equipment. On an infrequent basis, incumbents must be able to lift and move material weighing up to 40 lbs. to move computers or system equipment, and function in an environment with constant interruptions.
• The ability to maintain a flexible schedule to accommodate on-call rotations as described is required.

Additional Position Information

• No additional information is applicable