Software support Helpdesk Technician

Software support Helpdesk Technician

Vacancy expired!

HHS Technology Group is a valued and trusted systems integration partner for several departments within a number of State Governments. The intense growth and tremendous financial forecast we are experiencing at HHS Technology Group can largely be attributed to our successes on these initiatives and having been awarded the NASPO Value Point Contract (a consortium that shortens the procurement process for technology solutions whereby 22 states have opted in) (reference: https://www.naspovaluepoint.org/portfolio/mmis-provider-services-module-2018-2028/hhs-technology-group/).
HHS Technology Group is accelerating state government technical solution delivery by leveraging a pre-built universal blockchain-powered platform, UniBloc. Unibloc comes readily bundled with modules and algorithms for membership, consensus, API management, and Peer2Peer communication that correspond with block chain frameworks.
HHS Technology Group s flagship product, Discover your Provider (DyP) is a provider relations/provider enrollment solution. Components of this modular software can be re-purposed or built upon to deliver cloud based technical web services solutions.
HHS Tech Group employees enjoy a very comprehensive and competitive benefit package:
Fully paid dental, vision, life insurance, and disability insurance.
Generous 401k matching program fully vested from beginning.
Generously sponsored Medical Insurance through Cigna (PPO or HSA with company match)
HHS Technology Group is hiring a Level 1 Help Desk Technician to support the users of our software product, as well as providing typical PC troubleshooting and network support or properly escalating issues according to company protocol.

Description of Work
The Level 1 Help Desk Technician is the front line of HHS Technology Group s software offerings for our many clients, so providing a pleasant and high-quality customer experience is required. You will be providing support to resolve software, application administration, and configuration issues for our clients. You will be taking calls and receiving emails related to incoming tickets, troubleshooting those tickets, providing timely updates, resolving issues, and escalating difficult or more complex issues with thorough documentation. You must be thorough and organized, with the ability to follow up and maintain positive relationships.
Level 1 Help Desk Technician responsibilities:

• First point of contact for clients seeking technical assistance over the phone and email
• Accurately document each inbound support request in our call tracking system
• Performing remote troubleshooting
• Determining the best solution based on the issue and details provided by the caller
• Walk the client through the problem-solving processes
• Direct complex and unresolved issues to Level 2 and Level 3 support personnel
• Follow-up and update customer status and information
• Daily monitoring of open calls for SLA compliance
• Generate daily and weekly reports for management
• Recommend process improvements for handling client support requests
• Maintain technical knowledge base
• Perform other relevant duties based upon experience

Required Experience

• Three (3) or more years of Level 1 Help Desk experience working for a software company, and providing technical support directly to clients
• Demonstrated problem solving skills
• Ability to work in a fast-paced environment with a high call volume
• Proficiently skilled with Microsoft Office applications Outlook, Word, Excel, PowerPoint
• Excellent customer service skills and phone skills
• Professional presence on the phone and in person
• Team player who works well with technical and non-technical resources
• Excellent verbal and written communication skills
• High aptitude for detail

Desired Experience

• One (1) or more years of Help Desk lead experience working for a software company, and providing technical support directly to clients

Education and Certification

• Associates Degree
• Relevant Help Desk certifications are desirable