Sr. Support Specialist

Location: Tampa, FL (Henderson Rd.)

Department: Information Technology

Reports to: Supervisor, IT

Maintains, administers, and installs client workstations, services, applications, and printers in accordance with standard Information Technology policies, processes, and procedures or as directed by IT management. Responds to help requests and performs level two diagnostic on client workstations, services, applications, and printers. Performs other duties as assigned.

Essential Functions:

  • Provides level two diagnoses of Windows and Citrix client issues including operating system, devices, services, printing, network issues, and client application issues (e.g. Outlook, Office Pro, and line of business apps.).
  • Assists with administration (add, delete, change) of current Windows environment/network, Exchange, e-mail, fax, and VPN and Citrix remote access accounts and other network resources, services, and applications.
  • Responds to alerts or emergency issues within 15 minutes during normal business hours and when on-call.
  • Provides remote assistance to internal, work from home, traveling associates using remote support tools (Log-Me-In, Bomgar, Remote Desktop, etc)
  • Performs other duties as assigned.
Additional Responsibilities:
    Candidate Education:
    • Required An Associate's Degree in a related field or information systems or information technology from a college, university or technical school
    • Required or equivalent work experience 3 total years of experience in desktop support role
    Candidate Experience:
    • Required 1 year of experience in an IT Service Desk level 1 role (in a Windows network environment), maintaining and diagnosing client workstations, services, applications, and printers
    • Required Other Experience in no less than four of the following is required: • Windows OS • Basic Windows networks • Basic Exchange server • Citrix • Working in a Help Desk Environment • Microsoft Office Suite
    Candidate Skills:
    • Intermediate Demonstrated interpersonal/verbal communication skills
    • Intermediate Demonstrated written communication skills
    • Intermediate Other Manage basic IT process documentation. Must be able to document work and/or incidents using standard formats. Documentation must be grammatically correct, factually accurate, and appropriate to the target audience.
    • Advanced Other Provide Service Desk phone and email support as required. Resolve issues by phone or email if possible. Record all Service Desk incidents/requests in the ITSM tracking system.
    • Intermediate Other Must be able to communicate technical information to management for review and approval both verbally and in writing.
    • Advanced Other Must be able to follow written and verbal instructions and adhere to policies and standards.
    • Intermediate Other Resolves more complex support issues and acts as an escalation point. May also coordinate with vendors.
    • Advanced Other Install, maintain, and configure desktop and laptop computer hardware, software, and peripherals, including researching vendor documentation to resolve problems
    Licenses and Certifications:
    A license in one of the following is required:
    • Preferred Other CompTIA
    Technical Skills:
    • Required Intermediate Microsoft Word
    • Required Intermediate Microsoft Excel
    • Preferred Intermediate Microsoft Outlook

      About us
      Headquartered in Tampa, Fla., WellCare Health Plans, Inc. (NYSE: WCG) focuses exclusively on providing government-sponsored managed care services through Medicaid, Medicare Advantage and Medicare Prescription Drug Plans to families, children, seniors and individuals with complex medical needs. WellCare is a Fortune 500 company, and in 2018, was recognized as a Fortune "World's Most Admired Company", ranking in the top five among the health insurance and managed care industry-a testament to the hard work and dedication of the company's nearly 9,000 associates who each day live WellCare's values and deliver on its mission to help its members live better, healthier lives. The company serves approximately 4.4 million members nationwide as of Dec. 31, 2017. For more information about WellCare, please visit the company's website at www.wellcare.com. EOE: All qualified applicants shall receive consideration for employment without regard to race, color, religion, creed, age, sex, pregnancy, veteran status, marital status, sexual orientation, gender identity or expression, national origin, ancestry, disability, genetic information, childbirth or related medical condition or other legally protected basis protected by applicable federal or state law except where a bona fide occupational qualification applies. Comprehensive Health Management, Inc. is an equal opportunity employer, M/F/D/V/SO.