15 IT jobs in Indiana

Reports to the Manager, Technical Support or Director, Information Systems. Provides first-line user support and delivers quality customer service to Beacon Health System Help Desk customers. Receives requests, analyzes and diagnoses hardware and software problems, resolves problems, and answers questions. When necessary, directs inquiries or escalates problems to the appropriate staff. Utilizes problem management databases and Help Desk systems to troubleshoot service problems and provide immediate technical support.
MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

• Answering, evaluating and prioritizing all requests for assistance - - incoming telephone calls, voice mails, e-mails, in-person requests, etc.
• Interviewing the customer to gather information about the question and/or problem. If appropriate, leading the customer through procedures to diagnose the problem.
• Utilizing problem management databases and Help Desk systems to troubleshoot service problems and provide immediate technical support. Refers more-complex issues to appropriate staff.
• Determining the source of the hardware, network or application question or problem. Then researching, isolating, analyzing, troubleshooting, providing a solution, and following up to ensure resolution.
• Logging and tracking requests, using the call tracking database and thoroughly documenting all resolution activity. Populating the IS knowledge base with solutions to common problems.
• Providing information to the appropriate IS staff for use in eliminating recurring problems. Also, documenting the information in the IS knowledge base.
• Serving as IS customer liaison by interacting with customers at their work sites as assigned.
• Noting trends in questions received by the Help Desk. Also, sharing this information with management so additional training can be provided.

• Assigning appropriate case level to incidents and assigning appropriate response levels.
• Providing incident history, occurrence information, and reports to IS staff.
• Providing basic Help Desk training and application support to IS staff.
• Assisting with the diagnosis and resolution of unusual incidents.
• Communicating work-around solutions to IS staff.
• Participating in IS project implementations and providing project go-live assistance.
• Performing system access functions, as assigned, following Beacon security processes and procedures.

• Improving the information included in the 'scripts' used by the Help Desk Analysts. Also, reviewing and editing the problem resolution text.
• Participating in generating Help Desk statistical reports.
• Recommending and participating in developing procedures and guidelines for the Help Desk.
• Maintaining Help Desk equipment and supplies.
• Presenting ideas for software enhancement to IS management.
• Participating in the development of Help Desk staff schedules, including time on the Help Desk, performing on-site customer service, and shadowing IS staff and customers.

• Providing excellent customer service at all times. Also, maintaining high customer satisfaction by delivering quality customer service as measured by customer satisfaction surveys and/or other measures approved by IS management.
• Completing other job-related duties and special projects as assigned.

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.
• Communicate clearly and continuously.

• The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of an Associate's degree in Computer Science or a computer-related field from an accredited college or university (or equivalent course work and/or technical training). A minimum of two years of help desk or related experience (in the repair and/or diagnosis of PC hardware and peripherals) is required.

• Requires knowledge of basic networking concepts and demonstrated proficiency in using personal computers.
• Knowledge of the various applications/tools/utilities currently used by Beacon is desirable.
• Requires the organization and time management skills necessary to prioritize requests and manage customer service expectations.
• Requires the strong analytical, problem-solving and decision-making skills needed to identify problems and deliver solutions in a timely manner.
• Demonstrates the ability to work pro-actively and independently as a member of a team.
• Demonstrates the interpersonal and communication skills, both verbal and written, necessary to communicate and work with IS staff, customers, vendors, and service personnel in a professional, clear, courteous, and responsive manner.

• Works in an office environment.
• May experience some mental/visual fatigue due to continued use of computer equipment.
• Requires the ability to work a flexible schedule. Hours/shifts include weekends and holidays, and shifts may vary occasionally to ensure customers' needs are met.
• Requires ability to take on call rotation and work occasional overtime in order to meet the demands associated with the position.

• Requires the physical ability and stamina (i.e., to sit, stand and/or walk for prolonged periods of time, lift, hold and carry objects weighing up to 30 pounds, use common computer hand tools, etc.) to perform the essential functions of the position.

Thank you for your interest in Trine University.

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Upon successful set up of your applicant account, you will be re-directed to this screen where you can start the formal application process by clicking on the apply button.

Thank you,

Trine Human Resource Department

First Merchants Bank is seeking a Help Desk Specialist to join our team! This position will provide helpdesk support for customer issues.

As part of this role you will:

1. Perform initial triage of incoming and end-user computer issues and problems, requires quick problem and issue identification.
2. Document all problem tickets per pre-defined and standardized process.
3. Provide accurate and professional resolution on all supported issues; assign "trouble" tickets while working in a fast-paced environment.
4. Update customer on status of open tickets.
5. Accept responsibility/ownership for all assigned problem tickets from creation to resolution or to the point of escalation.
6. Utilize knowledge base to attempt to issue resolution; escalate difficult, unknown or undocumented issues to next level or higher.
7. Research and analyze options for problem resolution using the troubleshooting database, peers and the Internet.
8. Complete periodic attestation, control and performances procedures as deemed necessary.
9. Mentor Level 1 staff.
10. Provide Telecommunications and Data Infrastructure support as needed with aid and over site from Network Services Department.
11. Provide server support as needed with aid and oversight from Network Services Department.
12. Plan and provide maintenance on all existing current computer installations on a periodic basis.
13. Install new computer equipment required by the Corporation.
14. Interact with employees at all levels and with computer vendors in performing duties.
15. Install updated software applications to existing computers throughout the Corporation as required.

To be successful in this position, we require the following:

• High school diploma or equivalent (GED).
• Over one (1) year of helpdesk, technical support or related experience.

The following would be a plus:

• Over three (3) years in computer and software support experience
• A+ certification
• Net+ or MCP certification
• Strong troubleshooting skills in data network/client-server environments.

First Merchants offers the following:

• Base Pay PLUS Bonuses
• Medical, Dental and Vision Insurance
• 401k
• Health Savings and Flexible Spending Accounts
• Vacation/Sick Time
• Paid Holidays
• Paid Parental Leave
• Tuition Reimbursement
• Additional Benefits

A little about us:

First Merchants is guided by a genuine philosophy of being a meaningful place to work and having a prosperous impact across all walks of life throughout the communities we serve, including consumers, businesses and other organizations. Our Vision, Mission and Team statement reflect and reinforce that authentic service philosophy.

Our Vision is:

To enhance the financial wellness of the diverse communities we serve.

Our Mission is:

To be the most responsive, knowledgeable, and high-performing financial organization for our clients, teammates, and shareholders.

Our Team:

"We are a collection of dynamic colleagues with diverse experiences and perspectives who share a passion for positively impacting lives. We are genuinely committed to attracting and engaging teammates of diverse backgrounds. We believe in the power of inclusion and belonging."

Apply today to begin your career with us!

• Competitive base salary and discretionary bonuses
• Comprehensive benefits package - medical/dental/vision/short & long term disability/life insurance
• 15+ days of PTO + holidays
• 401k + match
• Profit sharing eligible
• A collaborative work environment that fosters learning and growth
• Flexible first shift working hours
• Team building opportunities quarterly

• Provide technical support to end-users via phone, email, and in-person
• Troubleshoot and resolve hardware and software issues
• Manage and resolve help desk tickets in a timely manner
• Collaborate with other IT team members to resolve complex issues
• Maintain and update documentation for IT processes and procedures
• Assist with the deployment and maintenance of hardware and software
• Provide training and support to end-users on various applications and systems

• 2+ years of experience in Help Desk or technical support role
• A bachelor's degree in Informatics, Information Technology, or similar field is highly preferred
• Experience with a ticketing platform and Google Workspaces/Google Suite
• Strong problem-solving and analytical skills
• Excellent communication and customer service skills
• Ability to work independently and as part of a team
• Knowledge of Windows and Mac operating systems
• Familiarity with Windows OS, Active Directory, Office 365, and other IT systems
• Ability to prioritize and manage multiple tasks in a fast-paced environment

Max Pay Rate: $28.00

Work Arrangement: Remote

Agency Interview Type: In person only

Engagement Type: Contract

NOTE : Applications with resumes in PDF Format will be automatically rejected. Only Word format resumes will be considered.

Short Description:

Exhibit proficient listening abilities while engaging in daily communication with Child Welfare and system development personnel to resolve software related issues through research, analysis and solution formulation.

Complete Description:

Purpose of Position/Summary:

Exhibit proficient listening abilities while engaging in daily communication with Child Welfare and system development personnel to resolve software related issues through research, analysis and solution formulation. Demonstrate the capacity to write clearly and succinctly tailoring information for diverse audiences. Maintain, organize and track documentation related to software systems effectively.

Provide comprehensive support for the Statewide Automated Child Welfare Information System (SACWIS) possessing a robust understanding of its functionalities. Be well versed in the data relationships within SAWCIS applications, offering precise guidance to users for accurate data entry.

Understand and support child welfare policies, procedures and practices to assist users in documenting federal Titel IV-FC requirements, Adoption and Foster Care Analysis and Reporting system (AFCARS) requirements, and National Child Abuse and Neglect Data System (NCANDS) requirements.

Manage software security tasks, including the creation and maintenance of user profiles, ID, and passwords while ensuring appropriate security measures for system functions.

Deliver software support to both internal and external clients via telephone, email and Microsoft Teams, addressing daily production issues with the SACWIS environment.

Prioritize and plan work activities, analyze and troubleshoot customer inquiries regarding software applications and communicate effectively with both technical and non-technical stakeholders.

Adhere to the complete software development lifecycle, including documentation of business needs analysis, system analysis, functional and technical design, development, testing and production support.

Fair Labor Standards Act Classification: Exempt

Provide assistance to the organization wide computer users by answering problem calls through the help desk and resolving the calls either by telephone or personal visit to the site. If the problem is hardware related, repair or replace the equipment, or refer the problem to the appropriate resource.

Call/Problem Resolution Management

Respond to all incoming problem calls quickly. Helps develop and refine troubleshooting procedures to efficiently identify and resolve problems. Logs calls into call/problem management system in a timely manner. Performs problem identification, analysis and resolution on LAN, desktop systems, networking interfaces and software. Assigns service tickets to appropriate resource. Communicates problems and resolution to user department, IS staff and IS management using standard problem reporting and escalation procedure.

Ordering & Procuring Equipment

Order and procure equipment for staff members and ensure we have a record. Help ensure all annual maintenance agreements are paid on time.

Customer Service

Exhibit customer service behaviors to enhance relations between department and user community. Participates in skill development of other analysts. Continually develops personal, professional and technical skills. Apply a minimum of one health literacy method when communicating with patients/clients.

Teamwork

Communicate effectively and operate efficiently within a team environment. Able to establish priorities and manage multiple activities to meet team deadlines. Ability to work independently with minimal guidance as part of a team.

Job responsibilities listed above is a summary and does not include other tasks requested by the hiring manager.

Who is HealthNet?



HealthNet is a nonprofit 501 (c) (3) organization of community-based health centers located in Indianapolis and Bloomington, IN Since 1968, HealthNet has improved the health status of the neighborhoods it serves by making quality health services accessible to everyone. HealthNet annually provides affordable health care to more than 61,000 individuals through its network of 9 primary care health centers 5 dental clinics, 9 school-based clinics, a mobile health unit, and additional support services. HealthNet's mission is to improve lives with compassionate health care and support services, regardless of ability to pay.

Requirements

Qualifications, Knowledge, Skills, Abilities

• Currently not sponsoring for work visa.
• Requires excellent communication and customer skills.
• Requires the ability to act as a liaison between users and HealthNet IS.
• Requires thorough knowledge of enterprise systems and technology environments.
• Requires the skills to analyze system problems and coordinate resources to resolve service interruptions.
• Requires general knowledge of Microsoft OS and other products.
• Requires the ability to multitask.
• Requires the ability to manage time independently.
• Requires travel between health centers. Valid driver's license required.

• Able to be involved in degrees of prolonged standing, walking, sitting, bending, squatting, and stooping; as well as abilities of repeated bending, stooping, and squatting.
• Able to lift, push, and/or pull light to moderately heavy weight up to 20-30 pounds is a necessary function of this position.
• Able to perform duties during periods of varied and/or prolonged work hours.
• Must be able to read, write, hear, and communicate effectively in the English language by both orally and written.

• Competitive Compensation
• Medical, Dental, and Vision Plan
• Short-Term & Long-Term Disability
• Health Savings Account & Difference Card Available within certain medical plans
• Flexible Spending Account
• Life Insurance, AD&D
• Group Accident, Critical Illness & Hospital Indemnity
• Domestic Partner Leave
• Wellness Programs
• 401k Match
• Paid Time Off accumulates at start of employment and available to use.
• Tuition Reimbursement
• Employee Referral program

You will assist Matco Tools franchisees (Distributors) with the hardware and software used to support a Matco Tools Franchise. These packages include the Matco Distributor Business System software package (MDBS) and other software packages used by th Help Desk, Support, Representative, Help, Microsoft, Software