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Technical Support Specialist

2 months ago

Canandaigua, New York, United States Healthcare Association of NYS Full time
EOE Statement
As an Equal Opportunity / Affirmative Action Employer, HANYS actively seeks candidates who are female, minority, disabled and/or veterans and will not discriminate in its employment practices due to an applicant's race; color; creed; religion; sex (including pregnancy, childbirth or related medical conditions); sexual orientation; gender identity or expression; transgender status; age; national origin; marital status; citizenship; disability; criminal record; genetic information; predisposition or carrier status; status with respect to receiving public assistance; domestic violence victim status; status as a protected veteran; or any other characteristics protected under applicable law.

HANYS will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

Position
Helpdesk Support - Executive Assistant

Division
Healthcare Association of New York State

Description

The Healthcare Association of New York State (HANYS) is in search of a Helpdesk Support - Executive Assistant to join its Information Services (IS) team. Reporting to the Senior Vice President of Information Services, this role is essential for delivering technical support coordination, vendor contract management, and administrative assistance.

This is a hybrid position and applicants must reside within a commutable distance from our office. The hourly compensation for this role ranges from $25/hr. to $27/hr., with the final pay rate determined by the candidate's relevant experience, knowledge, skills, and abilities, as well as internal equity considerations.

Key responsibilities include but are not limited to:

Help Desk Support:
  • Deliver triage-level technical assistance as outlined by the Director of Operations, adhering to IS Standards and Procedures. This includes direct communication with HANYS staff and a select group of clients.
    1. Serve as the initial point of contact for most requests received via telephone or email, gathering necessary information for resolution.
    2. Document Help Desk inquiries using the HANYS Help Desk application and assign them to the appropriate support queue.
    3. Record non-technical solutions and apply previously identified solutions within a limited scope. Suggest improvements in request management and Help Desk procedures.
    4. Research, respond to, and resolve inquiries, escalating to level one support staff when necessary.
  • Provide prioritization services for calls, resolve common issues, and identify appropriate technicians to complete or resolve requests.
  • Generate reports using Help Desk reporting software and survey tools as required.
  • Track responses to Help Desk surveys and present findings at the weekly Help Desk Roundtable meeting.
Project Support:
  • Engage in Information Services projects within the scope of responsibilities, providing logistical support, communications, and application testing as appropriate.
Vendor Management Support:
  • Maintain an updated list and associated contracts with costs for all Information Service Vendors.
  • Ensure timely and accurate billing for Information Services as per contracts.
  • Prepare check requests for review and signature by the HANYS SVP of Information Services.
  • Oversee the check request process to ensure all outstanding invoices are approved and submitted to accounts payable in a timely manner.
  • Prepare purchasing requests for Information Services acquisitions, managing timely submission of purchase and associated check requests, and maintaining a purchasing archive.
  • Manage the Verizon Wireless account relationship, including ordering cell phones, scheduling upgrades, and researching product and service plan options.
Administrative Support:
  • Provide comprehensive administrative and secretarial support for Information Services leadership. Act as the Executive Assistant for the HANYS SVP of Information Services.
  • Manage the Information Services calendar, tracking planned personnel events, holidays, and related scheduling items.
  • Respond promptly to routine requests for IS-related information from other divisions.
  • Review Information Services documents prior to release to ensure accuracy and error-free content.
  • Perform additional administrative duties as assigned.
Qualifications:
  • A high school diploma with a minimum of 2 years of helpdesk or customer support experience, or related administrative experience. An associate's degree is preferred. An equivalent combination of education and experience may be considered.
  • Proficiency in Microsoft Office 365 and other standard industry desktop user tools (Adobe, Internet Browsers, etc.) and utilities (VPN, Teleconferencing, etc.) is required.
  • Experience in IT Helpdesk support is desirable.
  • Able to prioritize and manage multiple tasks in an organized and efficient manner.
  • Excellent communication and organizational skills, with a strong attention to detail and customer service orientation.
  • Strong writing and proofreading abilities.
  • Must maintain confidentiality and possess the ability to work independently as well as collaboratively within a team.
Position Requirements

About the Organization
HANYS is the only statewide hospital and continuing care association in New York. We represent 500 not-for-profit and public hospitals, nursing homes, and other healthcare organizations. Our members are not only the largest providers of inpatient and outpatient care, but also essential providers of primary care, and among the largest employers in many communities.

We leverage the strength of a unified statewide membership and collaborate with regional, state, and national associations. HANYS advocates before Congress, the Governor's office, the State Legislature, and state and federal agencies. We also provide education, data analytics, quality improvement initiatives, and operational assistance to help our members navigate the complexities of healthcare reform and achieve the 'Triple Aim' of better care, better health, and lower costs.

This position is currently accepting applications.