User Support Specialist REMOTE (IT Service Admin I) MCC Program
Battelle
2021-07-21T20:35:51Z
Columbus
Ohio
United States
None
(No Timezone Provided)
JOB SUMMARY
The Battelle Health Analytics group is seeking a User Support Specialist (IT Service Admin I) to join the MCC (Midwest Coordination Center) Program Team located in Columbus, OH or REMOTE may have option to work remotely for six month project (potential extension). Details of program at TestedandProtected.org.
Health Analytics supports government, academic and private industry clients in the areas of knowledge management of systems related to life sciences research, chemical and material science research, and healthcare. Someone in this role is expected to:
Serve as the first point of contact for users and staff inquiring about or seeking technical assistance over the phone and by email for the Expanded Testing Coordination Hub software and related systems Develop an in depth understanding of Expanded Testing Coordination Hub software and related systems Respond to both users and staff in a prompt and professional manor, via e-mail, phone calls, and in-person Maintain integrity of Personally Identifiable Information (PII) and/or Protected Health Information (PHI) in accordance with the Health Insurance Portability and Accountability Act (HIPAA) Provide troubleshooting support to users and staff and identify technical issues or system bugs Investigate, document, and coordinate technical issues with the user support team and escalate to the development team if needed Process requests for staff onboarding, facilitate onboarding and training, and verify training Perform user management tasks by adding, updating, and/or deactivating user and staff accounts Perform account management tasks by adding, updating, and recording company and location profiles Identify and suggest potential system and process improvements and communicate with user support and/or development team Coordinate with development team to communicate planned and unplanned system downtime and system updates to all users Contribute to the developer of user guides and other support materials Coordinate, support, and/or lead process and system training for clients and staff This position is temporary for a special project and is not eligible for benefits.
THE FOLLOWING IS REQUIRED
Bachelor’s degree or equivalent education and experience. OR High School Diploma and at least 6 years of related experience. Minimum two years of focused experience in user support is strongly preferred. A technical background Advanced understanding of software and computer support Excellent word processing and computer skills; familiarity with Microsoft Office software including Word, Excel, PowerPoint Strong attention to detail Ability to work on multiple projects concurrently Strong organizational skills Demonstrated ability to work with minimal supervision Demonstrated ability to work within budget and schedule constraints Demonstrated ability to work as an effective member of a multidisciplinary team Demonstrated ability to interface with internal customers throughout the day. Availability outside of business hours for on call user support (evenings, weekends) Applicants for this position must be a U.S. Person, as defined by U.S. export control laws. Will require Public Trust clearance. Comfortable providing technical support via phone or online.
THE FOLLOWING IS DESIRED
Broad technical and/or operational background and must be a self-starter who is willing to take on new challenges. Experience working with Personally Identifiable Information (PII) and/or Protected Health Information (PHI) in accordance with the Health Insurance Portability and Accountability Act (HIPAA) Familiarity with SharePoint and Adobe Acrobat Professional Active Directory experience a plus.
LEGAL DISCLAIMER
The above statements are intended to describe the nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, activities and skills required of staff members. No statement herein is intended to imply any authorities to commit Battelle unless special written permission is granted by Battelle’s Legal Department
BENEFITS Battelle is an Affirmative Action/Equal Opportunity Employer and supports diversity in the workplace. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity or expression, marital status, age, genetic information, disability, veteran-status, or any other characteristic protected under applicable Federal, state, or local law.
User Support Specialist REMOTE (IT Service Admin I) MCC Program
JOB SUMMARY
The Battelle Health Analytics group is seeking a User Support Specialist (IT Service Admin I) to join the MCC (Midwest Coordination Center) Program Team located in Columbus, OH or REMOTE may have option to work remotely for six month project (potential extension). Details of program at TestedandProtected.org.
Health Analytics supports government, academic and private industry clients in the areas of knowledge management of systems related to life sciences research, chemical and material science research, and healthcare. Someone in this role is expected to:
Serve as the first point of contact for users and staff inquiring about or seeking technical assistance over the phone and by email for the Expanded Testing Coordination Hub software and related systems Develop an in depth understanding of Expanded Testing Coordination Hub software and related systems Respond to both users and staff in a prompt and professional manor, via e-mail, phone calls, and in-person Maintain integrity of Personally Identifiable Information (PII) and/or Protected Health Information (PHI) in accordance with the Health Insurance Portability and Accountability Act (HIPAA) Provide troubleshooting support to users and staff and identify technical issues or system bugs Investigate, document, and coordinate technical issues with the user support team and escalate to the development team if needed Process requests for staff onboarding, facilitate onboarding and training, and verify training Perform user management tasks by adding, updating, and/or deactivating user and staff accounts Perform account management tasks by adding, updating, and recording company and location profiles Identify and suggest potential system and process improvements and communicate with user support and/or development team Coordinate with development team to communicate planned and unplanned system downtime and system updates to all users Contribute to the developer of user guides and other support materials Coordinate, support, and/or lead process and system training for clients and staff This position is temporary for a special project and is not eligible for benefits.
THE FOLLOWING IS REQUIRED
Bachelor’s degree or equivalent education and experience. OR High School Diploma and at least 6 years of related experience. Minimum two years of focused experience in user support is strongly preferred. A technical background Advanced understanding of software and computer support Excellent word processing and computer skills; familiarity with Microsoft Office software including Word, Excel, PowerPoint Strong attention to detail Ability to work on multiple projects concurrently Strong organizational skills Demonstrated ability to work with minimal supervision Demonstrated ability to work within budget and schedule constraints Demonstrated ability to work as an effective member of a multidisciplinary team Demonstrated ability to interface with internal customers throughout the day. Availability outside of business hours for on call user support (evenings, weekends) Applicants for this position must be a U.S. Person, as defined by U.S. export control laws. Will require Public Trust clearance. Comfortable providing technical support via phone or online.
THE FOLLOWING IS DESIRED
Broad technical and/or operational background and must be a self-starter who is willing to take on new challenges. Experience working with Personally Identifiable Information (PII) and/or Protected Health Information (PHI) in accordance with the Health Insurance Portability and Accountability Act (HIPAA) Familiarity with SharePoint and Adobe Acrobat Professional Active Directory experience a plus.
LEGAL DISCLAIMER
The above statements are intended to describe the nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, activities and skills required of staff members. No statement herein is intended to imply any authorities to commit Battelle unless special written permission is granted by Battelle’s Legal Department
BENEFITS Battelle is an Affirmative Action/Equal Opportunity Employer and supports diversity in the workplace. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity or expression, marital status, age, genetic information, disability, veteran-status, or any other characteristic protected under applicable Federal, state, or local law.