Help Desk Support Specialist

Position Description:
The Help Desk Support Specialist is assigned to support HHUNY by aiding HHUNY staff, care management agencies and HHUNY providers. The position will provide support for Netsmart CareManager, Okta, Team Dynamix, and other HHUNY applications by HHUNY staff and external Care Management Agency staff, and ensure requestors questions get answered.

Essential Duties & Responsibilities:
Function as Netsmart CareManager internal super-user by understanding all configuration logic and how future changes impact logic, build, reporting, etc.
Provide all application support functions for system end-users.
Serves as the first line of assistance with customers in addressing technical issues. This role requires conveying technical information to users in a way they can easily understand.
Manage credentials for the systems necessary for internal and external users.
Identify trends and training opportunities based on ticket submission with HHUNY Training team.
Manage Team Dynamix incidents to completion.
Manage ticket submissions and follow up with Netsmart help desk.
Continue to optimize use of help desk tools to streamline end user support.
Facilitate ongoing communication and meetings with external vendors.
Provide Tier 1 AWS workspace and configuration support.
Perform other related duties as assigned.

This position requires the employee to be located in upstate New York, preferably within 40 miles of Rochester, NY.

This position is fully remote, however, on limited occasion there may be a requirement to meet in the office per supervisory request, including new employee onboarding.

Minimum Qualifications:
Associates degree in computer science, information technology, or a related field
Bachelors degree in a related field is preferred beyond minimum requirements

HHUNY provides administrative support and governance to five affiliated Health Homes and over 90 Care Management Agencies in New York State. HHUNY has been at the forefront of adopting a person-centered, recovery-focused delivery service model for its Health Home members.
HHUNY offers a competitive benefits package which includes 28 days of paid time off per year immediately upon hire (8.62 hours earned each pay period), 14 paid holidays, comprehensive medical, dental and vision coverage, 401(K) retirement savings plan with 6% employer match, a fully remote workforce, and an Employee Assistance Plan, just to name a few!

If you feel this is the right fit for you, come join our amazing HHUNY team!