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Technical Support Specialist

2 months ago

Rockford, Illinois, United States Rosecrance Health Network Full time
Job Overview

Our mission is to inspire hope.

Become part of a dedicated community focused on making a difference.

Essential Qualifications:

  • Preferred Bachelor's degree from an accredited institution in a technology-related field or equivalent professional experience.
  • Ability to foster positive working relationships with management, colleagues, and vendors.
  • Skilled in addressing practical challenges and managing various factors.
  • Capable of interpreting complex instructions presented in written, verbal, or diagrammatic formats.
  • Patience in guiding individuals through steps to resolve technical issues.
  • Relies on limited experience and judgment to set and achieve objectives.
  • Proven experience with SQL queries related to financial and clinical databases for data and reporting needs.
  • Experience with productivity software applications.
  • Commitment to ongoing education and professional development.
  • Proficient in word processing, spreadsheets, databases, and software training.
  • Strong customer service orientation.
  • Excellent verbal and written communication skills.
  • Highly qualified candidates may have experience with DocuSign.

Additional Competencies:

  • Able to meet deadlines in a fast-paced environment.
  • Works under general supervision while following established guidelines.
  • Creative problem-solving with a focus on solutions.
  • Utilizes sound judgment and available information to address challenges.
  • Willingness to expand responsibilities, propose enhancements, and collaborate with others to improve processes.
  • Able to lead training sessions and discussions.

Key Responsibilities:

  1. Investigate, develop, and monitor solutions to optimize computer resource utilization for end users.
  2. Analyze, develop, test, and implement components of automated systems.
  3. Recommend and initiate system modifications and enhancements.
  4. Provide support for software and hardware-related issues.
  5. Monitor data integrity and generate reports to identify discrepancies.
  6. Establish quality control standards, profile reports, error control criteria, and various system queries.
  7. Evaluate and implement effective technology solutions to enhance operational efficiency.
  8. Oversee system operations to ensure data accuracy and reliability.
  9. Ensure adherence to regulatory standards and guidelines, as applicable.
  10. Troubleshoot, resolve, and document system and data issues.
  11. Create queries and reports as needed.
  12. Maintain data integrity when interfacing with external vendor software.
  13. Identify and coordinate training initiatives for optimal software usage.
  14. Manage software upgrades and updates.
  15. Document all software system usage and deployments.
  16. Collaborate with IT staff to develop and follow proper procedures in support of software systems.
  17. Work hours as directed by the IT Director and any additional hours required for assigned responsibilities.
  18. Understand and comply with all principles established by the organization's compliance program and regulations.
  19. Resolve and document issues through the ticket tracking system and support calls, escalating when necessary.
  20. Deliver exceptional customer service consistently.
  21. Serve as a role model for colleagues and clients.
  22. Exhibit positive relations in representing the organization.

Work Schedule: Monday-Friday 8:30am-5:00pm

Employment Type: Full-time (40 hours/week)

Compensation: Based on education, experience, and credentials

Remote Work: Initial training will require in-person attendance.

Employee Benefits: The organization values its employees and offers a comprehensive benefits package, including:

  • Salary based on education, experience, and credentials
  • Medical, dental, and vision insurance with multiple plan options
  • 401(k) plan with employer match and discretionary contributions
  • Group Life Insurance including LTD and AD&D
  • Tuition assistance and licensure/certification reimbursement
  • Paid Time Off, sick leave, and bereavement leave
  • Referral program with financial incentives
  • Wellness program with access to on-site fitness facilities
  • On-demand pay options available through our financial wellness provider

About Our Organization:

With over a century of experience, we are dedicated to providing behavioral health services. Our mission is to empower individuals and families to overcome challenges related to substance abuse and mental health through evidence-based therapies and compassionate care. We are committed to fostering recovery and transforming lives.

We strive to offer careers that positively impact the lives of those we serve and our employees. This commitment is reflected in our core mission, values, and resources, as well as our community focused on opportunity and hope.

Health and Safety Commitment:

We prioritize a drug-free environment and the safety of our employees and those we serve. Our zero-tolerance policy applies to all forms of drug use. Candidates are required to undergo an occupational health screening as part of the hiring process.

Equal Employment Opportunity:

We are an equal opportunity employer and value diversity in the workplace. We do not discriminate based on race, color, religion, sex, national origin, age, disability, marital status, veteran status, or any other legally protected status. Our hiring decisions are based solely on qualifications, skills, and experience relevant to the position.

We proudly participate in the AARP Employer Pledge Program and are a partner of the Military Spouse Employment Partnership.