Systems Support Technician I-Onsite (Hybrid- Carmel, IN)

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.

Hourly Salary Range 

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. $21.22 to $26.00 Hourly Wage Range.

Hybrid Worker Considerations

Hybrid Worker Guidelines: This position may be trained virtually or onsite and must have the capability to work from home (WFH) in a designated work area with company-provided technology equipment. This WFH position requires you to have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network. The internet connection must have a consistent 50 down/10 up Mbps minimum internet speed. 100 down/20 up is recommended to support higher quality video meetings. This position requires occasional onsite office work.

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, w