The IT Support Specialist is the first line of support to resolve issues related to NaphCare's IT and Electronic Health Record Systems. The NaphCare IT HelpDesk supports over 3,000 users across the US and is backed by in-house application developers, infrastructure engineers, and software implementation specialists. This position's primary responsibility is to efficiently address issues reported by end-users, triage and escalate issues to upper tier support, and provide consistent, professional communication both internally and externally.

Position Requirements:

• Proficient in basic computer operation within a Windows environment
• Effective written and verbal communication skills, as well as analytical and problem-solving skills
• Ability to work in a fast-paced setting while effectively multi-tasking
• Participate in NaphCare's 24/7 IT Helpdesk rotation for after-hours support
• Bachelor's Degree from an accredited institution in a computer-related field
• Minimum of two (2) years of relevant experience preferred
• Basic SQL Server knowledge is a plus

Performance Expectations:

• Interface with end users via email and telephone to provide assistance in a timely and professional manner
• Utilize the HelpDesk ticketing system, Kaseya, to enter and/or escalate tickets to complete work orders in a timely and effective manner
• Troubleshoot TechCare EHR, and basic SQL Server Replication issues for effective performance
• Create and modify user accounts and assist with access for all IT systems