IT Support Specialist I

Job Summary:

The IT Support Specialist is an IT technician position that is focused on supporting the information technology initiatives at Community Care of West Virginia, Inc. (CCWV).  The IT Support Specialist is responsible for maintaining and supporting the users of CCWV, including being the first respondent to calls and problems associated with personal computers, LAN, WAN, and voice services. The ideal candidate will be highly motivated and will have practical experience supporting users with maintenance, analysis, troubleshooting, and repairs to computer software systems, hardware, networking and computer peripherals.  Travel between CCWV’s locations is required.

Responsibilities and Essential Duties:

• Provide end user support related, but not limited, to computer software systems, cloud based systems, hardware, and computer peripherals, including iOS equipment.
• Answer users' inquiries regarding computer software and hardware operation to resolve problems.
• Maintain an accurate inventory and accounting of all IT and Telecom related assets.
• Maintain CCWV phone and VoIP phone systems as necessary and appropriate.
• Ensure compliance with software licensing requirements.
• Keep up-to-date on current trends in IT and educational technology and recommend innovative solutions that will enhance the CCWV’s services and offerings
• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Oversee the daily performance of computer systems.
• Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.
• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Prepare evaluations of software or hardware, and recommend improvements or upgrades.
• Other duties as assigned

Teamwork:   

• Assist in the orientation/training of new Team Members.
• Consistently work in a positive and cooperative manner with fellow Team Members.
• Assist other Team Members in the performance of their assignments.
• Seek out opportunities to help rather than waiting to be asked.
• Consider the impact of your actions on Team Members throughout the Organization.
• Take direction and initiate actions (cross/additional training) that will allow the assumption of cross-functional duties to ensure seamless operations.
• Demonstrate flexibility to perform duties wherever volume deems it necessary within the organization.

Problem Solving:

• Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns.
• Investigate and follow through on unusual orders or requests for service or information.
• Follow proper reporting procedures for actual or potential accidents and/or incidents so follow-up and/or prevention can occur.
• Record/report the need for service maintenance or repair of equipment and remove any faulty equipment from service.
• Consistently evaluate work and determine if further steps are needed to meet departmental expectations.
• Take initiative to do or redo inadequate or incomplete work, even if it is not yours.
• Ensure compliance with regulatory standards.

Productivity/ Efficiency:

• Consistently demonstrate ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary.
• Minimize non-productive time and fill slow periods with activities that will enable you to prepare to meet the future needs of the system (education, organizing, housekeeping, and assisting others).
• Organize job functions and work area to be able to effectively complete varied assignments within established time frames.
• Consistently demonstrate ability to take the initiative to make decisions/choices without direct supervision.

Adherence to Departmental Policies:

• Demonstrate knowledge and understanding of all policies and procedures and ability to reference them from appropriate books and manuals.
• Comply with the System's infection control policies and procedures including Body Substance Isolation (BSI) and the Exposure Control Plan which reflects OSHA Bloodborne Pathogens Standard to ensure a safe working environment for self and others.

Physical Demands/Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Work is performed in a professional medical based setting.
• Working extended hours may be required as needed. 
• Extended periods of sitting and or standing, telephone work and/or computer work, as well as interactions with other staff members.
• The noise level in the work environment is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Incumbent will be exposed to virus, disease and infection from patients and specimens in working environment.

Great Benefits

• Paid Time Off (PTO)
• Paid Holidays
• Extended Sick Pay (ESP)
• Medical Health Insurance and Prescription Coverage
• Basic Life Insurance for Employee and Family
• Short-Term Disability
• Long-Term Disability
• 401(k) Voluntary Contribution Plan
• Health Reimbursement Account
• Employee Elected Voluntary Coverage for Employee and Family
• Life Insurance, Dental, Vision, Flexible Spending Account, Dependent Spending Account
• Discounted undergraduate & graduate rates at West Virginia Wesleyan College for employees and family

Qualifications/Requirements:

• Possess strong organizational skills
• Excellent verbal and written communications skills. Possess exceptional interpersonal communication skills.
• Able to work collectively with the administrative team.
• Excellent phone etiquette
• Able to work with minimum supervision
• Will be required to travel to other CCWV work locations

Education/Training/Experience:

• High school degree and two years of practical IT experience or higher.
• A+ Network certification is highly desired.