211 Problem Resolution jobs in Dacula

Description

Vestis is seeking a hands-on IT Technical Support Analyst to join our IT infrastructure organization. Reporting to the Manager - IT Support Services, the IT Technical Support Analyst will be a customer-service oriented support resource providing detailed technical support for end users in office, field, and manufacturing environments. This will include End User Computing (EUC) support of hardware and software throughout the organization.

Responsibilities/Essential Functions:

• Configure, deploy and support end user PC hardware and software including, but not limited to, laptop and desktop computers, mobile devices such as phones, tablets, scanners, and related handheld devices, and industrial computing components necessary for production support (e.g. IoT sensors, kiosks, monitors, printers, etc.).

• Work in-person and remotely with end-users to address support issues; act as a liaison where necessary for proper handoff/routing of issues between other IT support teams, owning issues and the end-user relationship throughout the support process.

• Research complex escalated IT incidents and utilize the enterprise ITSM platform to document processes and procedures to resolve newly found technical issues via incident ticket notes and Knowledge Base Articles (KBAs).

• Provide general application support and collaborate with IT teams and external vendors to support Vestis-specific applications and systems in both office and industrial settings.

• Provide event assistance with Audio Visual environments in support of conferences and meetings.

• Work independently and autonomously to support local office and remote Market Centers across the country.

• Provide after-hours and week-end support on an as needed basis during project implementations and production outage emergencies.

Knowledge/Skills/Abilities:

• Excellence in customer service and communications with both technical and non-technical stakeholders.

• Adept at troubleshooting and identifying technology issues along with potential solutions.

• Able to work independently and within teams in both issue resolution and project environments.

• Effective at utilizing service management resources to troubleshoot, document and resolve issues.

• Skilled in Microsoft software and services including Windows, Office, Word, Excel, PowerPoint.

• Skilled in configuration and troubleshooting of mobile devices, including Apple IOS, Android, etc.

• Familiar with ITSM/ITIL concepts (incidents, requests, changes) using tools such as Jira, ServiceNow, etc.

• Familiar with supporting industrial settings, including IoT devices, network connections, etc.

Experience/Qualifications:

• High school diploma required

• Associate's degree or higher preferred

• 5-7 years of relevant work experience

• IT certifications preferred (A+, N+, ITIL, etc.)

Working Environment/Safety Requirements:

• Perform work in office and industrial settings, observing all safety rules and requirements

• Occasional travel (10%) required to business locations or data centers, conferences, etc.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights ( notice from the Department of Labor.

ABOUT THIS POSITION

As part of our award-winning Client Success Department, the Technical Support Analyst is responsible for providing superior support to our clients with the highest degree of care and client satisfaction. We need driven people with a passion for support and service to guide our clients to become more e?cient and successful - day in and day out.

WHAT YOU'LL DO

• Provide exceptional support to our clients with meaningful and thoughtful communication - via phone (inbound and outbound calls), online support requests, and live chat

• Be a problem-solver that seeks to understand the heart of each client's issue? You are technically savvy and a thorough troubleshooter?

• Utilize multiple internal systems and software to understand client inquiries/issues, research possible solutions, and document all client communication

• Continually grow in your understanding of our product offerings to always provide value and expertise in every client interaction?

WHAT YOU'LL NEED

• Honesty and integrity - always doing the right thing for our clients

• Passion for service and a dedication to client satisfaction

• A curious nature that seeks to understand the root of the issue

• Focused on delivering on our promises

• Willing to do whatever it takes to always bring our best work

• Unafraid to move with speed and efficiency to make things happen

• A joyful and optimistic attitude that spreads positivity to our team, or clients, and our community

Bonus Points

(highly valued, but not required):

• Previous experience with ANSI X12 EDI transactions and/or medical billing claim forms (CMS 1500 or UB-04)

• Prior use of Salesforce or another customer relationship management software

• Bachelor's Degree

ABOUT WAYSTAR

Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.

Waystar's healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.

Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar ( on Twitter.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)

• Customizable benefits package (3 medical plans with Health Saving Account company match)

• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays

• Paid parental leave (including maternity + paternity leave)

• Education assistance opportunities and free LinkedIn Learning access

• Free mental health and family planning programs, including adoption assistance and fertility support

• 401(K) program with company match

• Pet insurance

• Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Category: Customer Support

Job Type: Full time

Req ID: R2484

IT Technical Support Specialist is responsible for providing technical assistance and support to users regarding computer systems, hardware, software, and network issues. This role is essential for maintaining the productivity and efficiency of an organization's technology infrastructure.

Key Responsibilities :
Respond to user inquiries via phone, email, chat, or ticketing systems, addressing hardware, software, and connectivity issues.
Troubleshoot and resolve technical problems, including diagnosing and fixing issues with computers, printers, networks, and other technology.
Install, configure, and upgrade hardware and software for users, ensuring compatibility and optimal performance.
Perform routine system maintenance, such as applying updates, patches, and backups to maintain system stability and security.
Provide user training and documentation to help staff or customers understand how to use systems and applications effectively.
Log and track support requests using help desk or ticketing software, maintaining detailed records of issues and resolutions
Escalate complex issues to higher-level IT personnel when necessary
Monitor system performance and proactively identify potential issues to prevent disruptions
Maintain IT asset inventory, tracking hardware, software licenses, and peripherals
Stay current with technological trends and security updates to provide informed support and recommendations.

Required Skills and Qualifications :
Technical proficiency in computer hardware, operating systems, software applications, and network troubleshooting.
Strong problem-solving and analytical skills to quickly diagnose and resolve issues.
Excellent communication skills for interacting with users and documenting support activities.
Customer service orientation to ensure user satisfaction and effective support
Ability to train and guide users on new technologies and systems
Experience with IT helpdesk software and ticketing systems.

Education and Experience:
Associate or bachelor's degree in computer science, information technology, or a related field
Relevant certifications (such as CompTIA A+) and prior experience in IT support roles are often preferred
This is NOT a remote job
Monday to Friday 9am -6pm

• Provide exceptional support to our clients with meaningful and thoughtful communication - via phone (inbound and outbound calls), online support requests, and live chat
• Be a problem-solver that seeks to understand the heart of each client's issue. You are technically savvy and a thorough troubleshooter
• Utilize multiple internal systems and software to understand client inquiries/issues, research possible solutions, and document all client communication
• Continually grow in your understanding of our product offerings to always provide value and expertise in every client interaction

• Honesty and integrity - always doing the right thing for our clients

• Passion for service and a dedication to client satisfaction
• A curious nature that seeks to understand the root of the issue
• Focused on delivering on our promises
• Willing to do whatever it takes to always bring our best work
• Unafraid to move with speed and efficiency to make things happen

• A joyful and optimistic attitude that spreads positivity to our team, or clients, and our community

• Previous experience with ANSI X12 EDI transactions and/or medical billing claim forms (CMS 1500 or UB-04)
• Prior use of Salesforce or another customer relationship management software
• Bachelor's Degree

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups