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Jobs · Information Technology · Alabama

IT - Help Desk Support Specialist I (3rd Shift)

NaphCare, Inc. · Birmingham, AL · 1 wk ago
Information TechnologyFull-time

NaphCare is a family-owned, healthcare technology company delivering high-quality healthcare to correctional facilities across the nation for over 35 years. Join our team of over 7,000 employees and play a critical role in our mission to be the leading provider of quality healthcare in the correctional industry.

About the role

The IT Help Desk Support Specialist is the first line of support to resolve issues related to NaphCare’s IT and Electronic Health Record Systems. 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 internal and external communication.

Responsibilities

  • Act as the first point of contact for clients, maintaining professionalism at all times.
  • Perform remote troubleshooting and prioritize daily workload from calls, tickets, and other tasks.
  • Participate in on-call rotation (Monday night at midnight through the following Monday morning at 6 am, including holidays and occasional 2nd shift coverage).
  • Handle phone support and respond to end-user issues via email, chat, and telephone.
  • Create and modify user accounts and assist with system access.
  • Provide software support, specifically for the in-house application, TechCare.
  • Use SQL statements to research issues and troubleshoot end-user hardware/software, basic server software, and network communications.
  • Utilize the Help Desk Ticketing System (Team Dynamix or similar ITSM tools) to enter, escalate, and communicate ticket statuses.
  • Work with collaboration tools (e.g., Skype, Slack, email) and endpoint management tools (e.g., Kaseya, HP OpenView, Sophos, ManageEngine).
  • General Windows troubleshooting (hardware, settings, etc.).
  • Other duties as assigned by the Help Desk Manager.

Requirements

  • Minimum of two (2) years of relevant Help Desk experience.
  • Proficiency in navigating and using basic computer functions in a Windows environment.
  • Effective written and verbal communication skills, with strong analytical and problem-solving abilities.
  • Ability to work in a fast-paced setting while multitasking effectively.
  • Basic SQL, Windows server knowledge, and network troubleshooting.
  • Experience with ITSM ticketing tools (e.g., Team Dynamix), ADUCs, Exchange, PDF browsers, and collaboration tools.

Qualifications

Recommended:

  • Experience supporting Dell hardware.
  • A+ or Net+ Certification.
  • Bachelor’s Degree in a computer-related field (preferred).
  • Help Desk experience supporting in-house or reseller software products.
  • Prior experience in a call center environment.
  • Experience with medical software systems, EHR (Electronic Health Records) systems, or similar application support.

Schedule

  • Training Period: Monday to Friday, 8:00 AM – 5:00 PM for a minimum of three (3) months.
  • Night Shift: 10:00 PM – 7:00 AM, Sunday through Thursday (shift may vary based on coverage needs).
  • On-Call: Rotating schedule every few weeks, beginning after the training period.

Benefits

  • Prescriptions free of charge through the health plan.
  • Health, dental, and vision insurance starting on day one (low-cost options for employees and families).
  • Employee Assistance Program (EAP) services.
  • 401K and Roth with company contribution starting on day one.
  • Tuition Assistance and free Continuing Education (including partnership with NetCE for CEU/CME).
  • Term life insurance at no cost to the employee.
  • Generous paid time off and paid holidays.
  • Referral bonuses and on-site education opportunities.

Local candidates only. This is an on-site position at NaphCare’s Corporate Headquarters in Birmingham, AL.

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