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

Remote Worker Considerations

Candidates who are selected for 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 remote/WFH position requires you 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 (minimum internet download of 50 Mbps and 50 Mbps upload speed). This position will require occasional onsite office work. ASH requires all onsite employees and employees who travel for their position to review and acknowledge ASH's Communicable Disease and Pandemic Policy.

Responsibilities

• Troubleshoot software and hardware issues, in person and remotely.
• Log all Service Desk interactions in our ticketing system.
• Develop new workflows and solutions, working directly with IT engineering groups and other internal/external resources to resolve complex issues.
• Provides support for the escalation and communication of status to ITO management and internal customers.
• This position is required to and must be willing to work on-call rotations when needed.
• Write instructional documentation and convey highly technical ideas in terms that non-technical people can understand.
• Manage on site inventory and the total lifecycle of IT assets.
• Able to work independently while maintaining patience with the constant interruptions.
• Working knowledge of audio-visual equipment.
• Due to the high visibility of this position, excellent written, and verbal communication skills.

Qualifications

• Associate degree in a computer related field or equivalent experience. If equivalent experience, high school diploma required.
• Microsoft's 365 Fundamentals (MS-900) or Azure Fundamentals (AZ-900) certification preferred but not required.
• Minimum 2 years of experience in a technical support role in a Windows environment.
• Experience with Microsoft Active Directory and Group Policy
• Experience with Exchange and Office 365
• Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).
• Basic knowledge of network infrastructure, including routers, switches, firewalls, and the associated network protocols and concepts
• Knowledge of Mac OS administrative functions and OS deployment/patching in JAMF desired
• Highly developed and process-oriented problem-solving skills.
• Proven abilities to troubleshoot and diagnose hardware, software and basic technical issues.
• Maintain flexibility with respect to work schedule and responsibilities.
• Experience working in a team-oriented, collaborative environment.
• Strong telephone and in-person customer service skills.

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 sedentary, able to sit for long periods of time.

Physical Requirements

Ability to speak clearly, see, and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Physically capable to stand, sit, kneel, crouch, and climb. Capable of using hand tools and manipulation of small parts. Frequently lifting equipment up to 40 lbs.

Environmental Conditions

Office and/or Work-from-home (WFH) environment.

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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