Specialist, IT Support Tier 2 at National Association of Community Health Centers

See all the jobs at National Association of Community Health Centers here: http://nachc.recruiterbox.com/jobs

Specialist, IT Support Tier 2

Bethesda, Maryland, United States | Operations | Full-time | Partially remote

The National Association of Community Health Centers (NACHC) is the national membership organization for the nation’s federally qualified health centers (also known as FQHCs or Community Health Centers). Health centers are nonprofit, community-directed health clinics that provide access to high-quality, culturally competent, and comprehensive care to people living in medically underserved areas. NACHC strengthens the health center movement through advocacy, training, and technical assistance, clinical and operations support. NACHC is committed to an equitable, diverse, and inclusive workplace.

Job Purpose and Basic Function:

The Tier 2 Help Desk Support Specialist provides end-users advanced technical support and troubleshooting assistance. They will handle complex technical issues that cannot be resolved by Tier 1 support and escalate tickets to the appropriate teams when necessary. The Tier 2 specialist will also contribute to knowledge management by documenting solutions and best practices.

Description of Primary Responsibilities and Duties

Provide advanced technical support to end-users.

Respond to and resolve complex technical issues escalated from Tier 1 support.
Troubleshoot hardware, software, and network problems and provide solutions.
Assist with system and application configuration and guide end-users.

Perform system administration tasks.

Work closely with the IT Deputy Director to install, configure, and maintain hardware and software components.
Monitor system performance and conduct routine maintenance tasks.
Coordinate with the IT Deputy Director and team to implement system upgrades and patches.

Maintain and update the knowledge base.

Document solutions and best practices for common technical issues.
Update the knowledge base with new troubleshooting techniques and procedures.
Contribute to the development of user guides and training materials.

Collaborate with other IT teams.

Escalate tickets to the IT Deputy Director when necessary.
Coordinate with IT Deputy Director, database administrators, and developers to resolve complex issues.
Participate in cross-functional projects to improve IT infrastructure and services.

Provide training and guidance.

Assist in training new help desk support personnel.
Help with user training sessions on software applications and IT tools.
Provide guidance and support to Tier 1 support staff.

Ensure customer satisfaction.

Communicate with end-users in a professional and courteous manner.
Follow up on resolved tickets to ensure customer satisfaction.
Continuously seek feedback to identify areas for improvement.

Adhere to IT policies, procedures, and security guidelines.

Follow established protocols for handling sensitive data and confidential information.
Comply with IT governance and compliance regulations.

Salary Range-

$59,500 - $74,300

Apply for this opening at ?apply=true

See all the jobs at National Association of Community Health Centers here: http://nachc.recruiterbox.com/jobs

Application Form

First Name *

Last Name

Email *

Phone *

Cover Letter *

Resume *

Current Salary

Desired Salary? *

Do you have a bachelor's degree? *

Describe a challenging technical issue you've encountered in your previous role. How did you approach troubleshooting it, and what steps did you take to resolve the issue? *

Have you ever been involved in a disaster recovery or business continuity plan implementation? What was your role, and how did it contribute to the success of the plan? *

What security measures do you take when setting up a new user account to ensure that the account is secure from potential threats or breaches? *

How do you keep up-to-date with the latest technology trends and updates in the IT field? Give an example of a recent technology you've learned about and implemented in your work. *

How did you hear about this position? *

NACHC is licensed to do business in MA, MD, MI, NC, NJ, NY, TX, VA, WA and DC. Can you provide proof of residence in one of these states prior to beginning the interview process or at latest, before a potential offer would be extended? *

This position is located in Bethesda MD (we do not provide relocation reimbursement) is this okay for you? * * *

If offered a position, can you show proof of your eligibility to work in the United States? *

I affirm and certify that all the information and answers to questions herein are complete, true and correct to the best of my knowledge and belief. I understand that any misrepresentation or falsification in the application may render this application void and will cause employment disqualification, whenever discovered. * * * *