StateServ provides industry-leading DME management solutions that simplify administration to boost operational efficiencies, contain costs, enhance quality of care, and ultimately increase patient satisfaction. With our innovative technology and unmatched expertise, we provide the visibility and insights our clients need to make timely, informed decisions and drive meaningful results. We serve over 100,000 patients every day spanning all 50 states.

Essential Functions

Note: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent’s performance objectives as outlined by the incumbent’s immediate supervisor or manager.
1. Responds to both routine and escalated service requests and problems in a customer service-oriented manner. Promptly acknowledges, prioritizes, tracks and documents service requests and problems while maintaining the confidentiality of information processed, stored or accessed by internal and external users.
2. Plans and implements network security, including maintaining firewalls, configuring VPN, managing host security, file permissions, file system integrity, and adding and deleting users.
3. Acts as a lead to address escalated calls or issues, provide guidance to others, and coordinate and delegate workflow to the team.
4. Receives calls from partners and clients, troubleshoots advanced and escalated SaaS system issues including but not limited to new user requests, order issues, maintenance or changes in service.
5. Administers end-user workstations and supports end-user activities on a primarily Microsoft Windows-based local area network (LAN). Troubleshoots networks, systems and applications to identify and correct malfunctions and other operational difficulties.
6. Provides computer orientation to internal customers (e.g., employees) and provides technology support which includes but is not limited to mobile devices, hardware, third party applications and SaaS.
7. Reports on Service Desk and KPI metrics to IT Manager as well as fulfilling both company and or customer data analytics report requests as directed by IT leadership.
8. Develops and conducts various training and instruction for system users on operating systems and other applications; assists users in maximizing use of networks and computing systems.
9. Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network. Completes SaaS application testing as requested by IT leadership.
10. Ensures 24-hour technical support is available to internal and external stakeholders by participating in an on call rotation for afterhours support.

Marginal or Additional Functions

1. Conducts research on desktop products in support of PC procurement and development efforts. Evaluates and recommends products for purchase.
2. May work on special projects as assigned by IT leadership.
3. Recognizes problems by identifying abnormalities; reporting violations.
4. Protects company’s intellectual property and the privacy of customers’ data.
5. Performs other duties as assigned or apparent.

Supervisory and Managerial Responsibility

• Supervisory/managerial responsibility is not applicable

Knowledge, Skills & Abilities

Education, Licensure or Certification:
• A high school diploma or equivalent is required
• Bachelor’s degree in computer science or equivalent is preferred
• Technical certifications are strongly preferred
Work Experience or Related Experience:
• 1-2 years’ direct customer service experience is required.
• 2-4 years’ experience working in a service desk environment.
Specialized Knowledge, Skills & Abilities:
• An in-depth knowledge of DMETrack as obtained by two years’ experience in which the incumbent performed the majority of work on DMETrack. Experience may include but is not limited to performing tasks in DMETrack such as ordering, billing, procurement and inventory, contract management and vendor management.
• The ability to provide desktop and basic and complex LAN support.
• Excellent communication, presentation and interpersonal skills are required to perform the functions as described, including the ability to present compelling solutions, portray professionalism, and instill confidence.
• Incumbents must have a good attention for detail.
• A strong proficiency with business and communications software is required.
• Organizational and time management skills are required as is the ability to perform work with little direction and work on multiple projects simultaneously. Incumbents must have a good attention for detail and a strong proficiency with business and communications software.
• The ability to be proactive and self-directed utilizing good time management, decision-making, and organization skills is required. Incumbents must be able to prioritize multiple tasks
• The ability to work on multiple projects simultaneously is required.

Equipment
• Windows OS 10, Server 2012/2016 R2, Standard, Active Directory, MS Office Programs, SCCM 2012, Anti-Virus / Encryption software, Ticket Management systems, Network monitoring, and Digital phone systems/software.
• Lenovo desktops/laptops, HP/Lenovo Servers, Hubs/Switches, Desktop/Mobile phones.

Travel Requirements and Conditions

• Travel is typically not required for this position but may be requested to service offsite locations and attend technical conferences or team meetings.

Work Environment, Conditions and Demands

• Work is generally preformed in an office environment or remote setting in which there is only minimal exposure to unpleasant and/or hazardous working conditions.

Physical Requirements and Demands

• Incumbent must have the ability to stand, sit, stoop, bend and reach. Must be able to use a telephone or headset equipment. On an infrequent basis, incumbents must be able to lift and move material weighing up to 40 lbs. to move computers or system equipment, and function in an environment with constant interruptions.
• The ability to maintain a flexible schedule to accommodate on-call rotations as described is required.

Additional Position Information

• No additional information is applicable

We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

StateServ offers a rewarding, casual, fun work environment to include competitive benefits and compensation. We welcome new ideas and innovative thinkers. If you want to do meaningful work that is truly helping people, come join our growing team and make a difference!