– a place where you’ll be valued, recognized and rewarded for the vital work you do each day. We’ll surround you with a strong team and leadership that supports every aspect of your life – both inside and outside of our centers. And you’ll get to practice your passion in a non-profit, mission-driven organization that’s known for the highest level of care in our communities

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Primarily works backlog and call-back tickets, while working to increase personal knowledge of the customers we support.
• Supports customers encountering technical problems, including connectivity, desktop hardware, operating system, and software application functions.
• Accurately documents resolutions while maintaining a high degree of confidentiality regarding sensitive information and data pertaining to system security.
• Responsible for user account management in Active Directory and within applications, including add/change/remove in accordance with defined policies and procedures.
• Assists in the creation of departmental documentation (e.g., job aids, SOP’s, etc.).
• Participates in an on-call rotation for after-hours support.
• Recognizes when support from senior team members is necessary and escalates requests.
• Seeks to improve the customer experience while providing support.
• Responsible for an ongoing pursuit of knowledge, necessary to improve the support provided to the System, through formal training, self-motivated informal research on industry related trends and breaking news.
• Promotes the image and reputation of the System by exhibiting servant leadership and providing direct and open lines of communication.
• Contributes to the work of committees, workgroups, project management, and other collaborative efforts of the System.
• Performs other duties as necessary to ensure the success of the System.

MINIMUM QUALIFICATIONS

• Associates degree, or 1 years of relevant experience.
• Additional consideration is given to those possessing relevant certifications, such as:
  • CompTIA A
  • CompTIA Network
  • CompTIA Security
• Strong working knowledge of Microsoft Office Suite and Windows desktop operating systems across computing platforms (e.g., laptops, tablets, and desktop computers).
• Ability to diagnose and troubleshoot incoming customer requests via phone and e-mail.
• Ability to communicate technical concepts to non-technical audiences via phone, email, and an internal ticketing system.

EEO / M / F / D / V / Drug Free Workplace