System Support Specialist - On Site

Paycom - ATS; Madison (WI); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Free parking

Health insurance

Dental insurance

Vision insurance

Retirement match

PTO & holidays

Mentorship program

Job summary

Agrace in Madison, WI, is seeking a System Support Specialist to provide first-line help desk support, coordinate technology equipment, and deliver IT training to staff. This full-time, on-site role includes an 8am-5pm schedule, driving travel, and participation in an on-call rotation to ensure after-hours coverage.

You will manage user accounts, document issues in the ticketing system, install and maintain hardware/software, and safeguard PHI.

Qualifications

• Associate degree and two years of experience in a computer-related field or equivalent combination of education and work experience
• Two years’ experience providing support on phones, networks, and PC-based computer software and hardware
• Valid driver’s license, auto insurance, and access to a reliable vehicle
• Advanced Microsoft Office skills
• Knowledge of networks and industry trends
• Clear written and verbal communication

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance
• Troubleshoot, identify, resolve, or escalate technical issues
• Maintain user accounts and access for all systems
• Document and update tickets using the ticketing system
• Install, test, maintain, repair hardware and software, and support devices
• Diagnose networking problems and ensure PHI is secure
• Develop training materials and train staff on Agrace technology
• Participate in on-call rotation and internal committees

Skills

Communication skills

Customer service

Technical support

Verbal & written

Team collaboration

Problem solving

Education

Associate degree in related field

Tools

Microsoft Office

Industry software

Job description

Job Details: Job Location: Madison, WI - Madison, WI 53711, Position Type: Full Time, Travel Percentage: Driving, Job Shift: AM, Job Category: Information Technology, Location: Madison, WI (On Site)

Full Time (40 hours/week) | Monday-Friday | 8am-5pm

Includes on call rotation

Make a lasting impact with Agrace

Join Agrace, a nationally recognized nonprofit leader in hospice and palliative care. If you are looking for a position that helps support meaningful, patient-centered care, this is your opportunity to make a difference!

How You’ll Make a Difference (Essential Functions)

The System Support Specialist position is responsible for providing first line help desk support, coordinating technology equipment and systems, and providing IT training to staff. The incumbent may also act as a primary contact for elevated technical issues for areas of expertise.

Key Responsibilities

Help Desk or Systems Support

• Serve as the first point of contact for customers seeking technical assistance.
• Provide timely customer support to troubleshoot, identify, resolve, or elevate technical issues.
• Help maintain user accounts and access for all computer systems.
• Use ticketing system to document and update tickets.

Coordinate Technology Equipment and Systems

• Install, test, maintain, repair, and support all hardware and software, mobile devices, printing, OS and user applications, etc.
• Diagnose and resolve technical problems. Troubleshoot local and wireless networking.
• Provide asset management, addition, and disposal of Agrace property.
• Develop and maintain documentation, including configuration changes, solutions and user self-help.
• Act as a first point of contact for elevated technical issues.
• Ensure the Protected Health Information (PHI) is secure on all equipment.

Provide Information Technology training to staff

• Develop training materials and procedures for all Agrace technology.
• Train users in the proper use of hardware, software and telephony.
• Provide technical assistance and training to end users.

Other Duties

• Participate in internal work groups, meetings and committees relative to position responsibilities.
• Participate in on-call rotation to cover after-hours support.

You Bring (Qualifications)

• Associate degree and two years of experience in a computer-related field or equivalent combination of education and work experience
• Two years’ experience providing support on phones, networks, and PC-based computer software and hardware
• Valid driver’s license, auto insurance, and access to a reliable vehicle
• Advanced Microsoft Office skills
• Knowledge of networks, PC-based computer software, industry trends
• Ability to collect, review, and analyze information to make decisions
• Ability to work effectively and cooperatively with others
• Ability to communicate technical information to all levels of the organization
• Experience using industry specific software
• Ability to communicate effectively verbally and in writing
• Ability to be flexible in time and task to meet organizational needs
• Ability to maintain confidentiality about patients, families, caregivers, staff, donors, and organizational intellectual property.
• Ability to work at various Agrace locations.
• Ability to use proper body mechanics and standard precautions

Benefits

• Competitive pay with free parking
• Health, dental, and vision insurance for employees who are hired for 28+ hours per week (.7 FTE +)
• Retirement plans with employer matching
• Generous Paid Time Off (PTO) and holiday paid time off
• Comprehensive onboarding, mentorship, and career development

About Agrace

For more than 45 years, Agrace has been an innovator and leader in both caring for patients and their families, and in educating others about death, dying and grief. We are the largest hospice provider in Wisconsin. Well known for end-of-life care, Agrace also serves people across southern Wisconsin who are aging, seriously ill or grieving.

At Agrace we are strengthened by the unique experiences, cultures and traditions of our staff, patients and clients.

Together, we pursue a vision in which every Agrace staff member is treated fairly, and every patient and client experiences the respectful, individualized care they need and deserve.

We foster a culture of belonging that celebrates people’s uniqueness and leads to meaningful, empathetic connections.

Agrace Health Inc is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.