Our vision is a world of peaceful relationships with food, weight, and body image, where everyone with an eating disorder can experience recovery. We believe that exceptional, individualized care leads to lasting recovery from eating disorders. That’s why our teams are comprised of compassionate, dedicated professionals from a variety of backgrounds who collaborate to provide the very best evidence-based care for our clients at all levels of care.

Technical Support Analyst II

The Technical Support Analyst II role acts as the primary on-site support for all regional locations, and the secondary point of contact for all incoming IT Support issues, providing additional troubleshooting to escalated incidents from Technical Support Analyst I (Tier 1). The Technical Support Analyst II is also responsible for conducting routine IT Support processes from beginning to end. Measurements for success include meeting service-level-agreements (SLA) % rates for resolving or re-routing incidents, meeting guidelines of the Core Responsibilities matrix, and positive staff feedback.

Schedule: This is a full time onsite opportunity working Monday through Friday 8:00am to 5:00pm

Supporting Region: This opportunity will provide onsite and remote technical support for the following Ohio site locations and can be based out of the Cleveland or Columbus Outpatient sites.

• Cleveland Outpatient: 3401 Enterprise Place, Suite 250, Beachwood, OH 44122
• Cleveland Residential: 2141 Overlook Road, Cleveland Heights, OH 44106
• Columbus Outpatient & Columbus Residential: 8001 Ravines Edge Court, Columbus, OH 43235

How Technical Support Analyst II’s Empower Recovery:

• Provide on-site, in-person support to all regional locations
• Setup, configure, and install hardware and software as necessary on-site, when remote assistance is not a viable option
• Support IT team with routine set-up of workstations, including office moves
• Provide advanced troubleshooting for escalated incidents from Tier 1, working with end-users across the organization remotely and in person.
• Track and monitor incidents to ensure timely resolution, accurately document relevant information, and keep end users informed via email or telephone of the status of their requests.
• Serve as application specialist for various end user software
• Oversee routine IT Support processes, from user creation to workstation deployment, attention to detail and follow-through.
• Mentors and helps train Technical Support Analyst I roles.
• Performs all other duties as assigned.

Qualifications:

• Associate’s (AA) degree in computer science or related area of study preferred.
• 3 years of experience in a customer service or support role is required; experience in a level 1 technical support role required.
• CompTIA A Certification preferred (or plans to obtain such within 1 year of hire date).

What We Offer:

Employee Benefits

We understand the importance of a well-rounded benefits package. That’s why we’re dedicated to providing a range of plans to meet your needs.

For full-time employees, we offer:

• HSA and PPO insurance with HSA or FSA options (Blue Cross Blue Shield)
• Dental insurance (Delta Dental)
• Vision insurance (EyeMed)
• Short-term and long-term disability insurance
• Company-paid life insurance
• 401(k) plan available two months after start date
• Company 401(k) matching for up to 50% of your contribution, up to 6% of your compensation
• Paid time off is a crucial part of maintaining work and life balance. Our generous PTO plan accrues annually and begins with your first whole pay period. Eligible employees enjoy seven paid holidays and one floating holiday in addition to their regular PTO.