Competitive Compensation & Benefits Package!

Position eligible for –

• Annual incentive bonus plan
• Medical, dental, and vision insurance with low deductible/low cost health plan
• Generous vacation and sick time accrual
• 12 paid holidays
• State Retirement (pension plan)
• 401(k) Plan with employer match
• Company paid life and disability insurance
• Wellness Programs
• Public Service Loan Forgiveness Qualifying Employer

See attachment for additional details.

Office Location: Available for the Gastonia, NC location. Onsite position working 9a-6p.

Projected Hiring Range : Depending on Experience
Closing Date : Open Until Filled

Primary Purpose of Position: This position will provide first level technical support to computer users, perform data entry and report generation using the LME/MCO software solutions.

Help Desk Services – This position provides help desk functions as the first level of Information Technologies (IT) Support to Partners’ staff and providers. Troubleshoots in multiple areas including resetting passwords, adding printers, mapping network drives, email, creating electronic calendars, resetting printers and copiers, troubleshooting web browser issues, printer problems, and routine error messages on equipment. This includes logging help desk tickets for all calls and dispatching higher level support if necessary. Assist end users by answering basic operational questions or directing them to appropriate resources for standard business applications such as Microsoft Office. Utilizes on-line knowledge base to resolve technical issues including software specific questions and problems. Process termination of logins or password requests, email notification of terminated users to supervisors, disables network access for outgoing users and enables network access for new employees. Use remote access software to gain access to the end user’s account to assist with troubleshooting and will also be required to work in the field as necessary.

System Support: The resources will support all the current LME/MCO software application and all future implementations.

Management of loaner equipment – Manage the loaner equipment inventory and check in/out equipment such as laptops, projectors and other various IT equipment. Responsible for training the end user on the equipment before releasing it.

Reporting - Prepares various standard reports for end users and management as directed

Coverage – Provides continuous coverage of central computer site as a point of contact for agency problem reporting and resolution.

Backups – Assist with the monitoring of daily, weekly and monthly back-ups for the computer system. Notifies the Network Administrator of any back-up failure or problems that may arise.

User, Inventory and Asset Control – Responsible for tracking all fixed assets in the IT Department in a computerized database; tracking of user service calls. Information obtained for purchasing decisions as well as insurance information.

Performs other job-related tasks as required.

• General knowledge of computers and related information technology devices

• General knowledge of the software packages utilized by the agency

• Demonstrated technical aptitude through strong analytical skills, problem identification and resolution, organizational skills, creativity, and critical thinking

• Excellent customer service and written and oral communication skills required in working with users and team members

• Ability to communicate effectively with users who may not be coherent in clarifying problem situations

• Ability to work under time constraints and other demands

• Ability to establish and maintain effective working relationships

• Ability to display a positive attitude and show initiative to meet departmental goals and customer expectations

Education/Experience Required: High School graduate or equivalent and two (2) years of experience in the use of computing and information technology resources; or an equivalent combination of training and experience.