IT Technical Support Specialist II - In Office - Kettering, OH

Agency:

Alternate Solutions Health Network

Our culture and people are what set us apart from other post-acute care providers. We’re dedicated to the growth and development of our team to set them up for success. We CARE for our patients like they are our own FAMILY.

Note: The Centers for Medicare & Medicaid Services (CMS), in collaboration with the Centers for Disease Control and Prevention (CDC), require COVID-19 vaccinations for all Medicare and Medicaid certified providers. Based on this regulation, all of our employees must be fully vaccinated or have a valid exemption.

At Alternate Solutions Health Network, we care for patients where they spend the majority of their time – in their homes. Today we care for patients who need skilled home care and hospice services. You won’t find our brand in many places because we partner with health systems, jointly running home health and hospice agencies that use their brand. This is part of our strategy. By being part of the health system team, we can ensure each patient has a well-coordinated care plan that remains consistent whether the patient is seeing their primary care physician, receiving treatment in a hospital, or under our care in the home. 

As a Technical Support Specialist II, you will be the frontline support enabling the organization to deliver our goal of improving the quality of life for those entrusted to our care. In this role you will be handling escalations from other representatives around technical support. 

Monday - Friday 8:00am to 5:00pm EST

Physical presence in office is required. This position is based out of our office in Kettering, OH.

HOW YOU'LL WORK:

You’ll demonstrate your ability to understand customer’s requests and provide them solutions to be effective. You will work with the latest laptop, desktop, convertible tablet and mobile devices in addition to the operating systems and applications running on them. You will coach and mentor others. You will identify, solution and implement process improvements.

MAJOR AREAS OF RESPONSIBILITY: 

• Answer inbound calls participating in a Service Desk queue

• Create, work and document tickets for Customers

• Provide technical customer support via telephony and e-mail ticketing

• Acknowledge and set expectations with Customers in a timely fashion

• Troubleshoot basic to advanced technical problems. document results and escalate as needed

• Provision, maintain and retire Active Directory accounts and information

• Provision, maintain and retire Exchange mailboxes and resources

• Provision, configure and ship mobile devices to Customers (Samsung, Apple, etc.)

• Provide end-user support for mobile devices (Samsung, Android, Microsoft InTune, etc.)

• Identify and purchase end-user equipment (desktop, laptop, monitors, peripherals, etc.)

• Received and document receipt of goods for incoming orders

• Install and configure workstation operating systems (Microsoft Windows)

• Install and configure workstation applications (Microsoft, Adobe, VPN Client, etc.)

• Measure and maintain inventory levels of supplies (keyboards, mice, headsets, etc.)

• Troubleshoot end-user device network connectivity (Wired, wireless, VPN, etc.)

• Install, configure and troubleshoot peripheral devices (printers, scanners, media, etc.)

• Troubleshoot, coordinate and verify hardware warranty repairs (HP)

• Participate in on call rotation

• Other reasonable duties assigned by Manager

WHAT WE OFFER:
We provide medical, dental, and vision insurance with flexibility for you to select what works best for you. Eligible teammates receive paid time off and may participate in the 401K, if they choose. Historically the company has matched 401K contributions which helps build your nest egg even faster. Finally, our benefit program includes company paid life, disability insurance, and a robust Employee Assistance Program.

HARD & SOFT SKILLS:
Compassionate communicator with a positive attitude.
 Patience is a virtue when working with teammates and customers.
Attention to detail is critical, as is being observant and following directions.
Problem solving and create solutions to drive to a course of action.
 
PREFERRED REQUIREMENTS:
Associates degree in a computer-related technology field or equivalent industry experience.
At least one year of experience in the Health Care industry and experience in home care is desirable.
CompTIA A+, N+, CCNA, Microsoft or other industry certification(s).
Experience performing routine maintenance on laptop and desktop hardware.
Experience installing and administrating a Microsoft workstation environment.
Experience administrating Microsoft Active Directory Users and Computers.
Experience administrating Microsoft Exchange and Exchange Online Mailboxes/Users.
Experience provisioning and administrating end-user telephony devices.
Experience installing and configuring workstation and server applications.
Experience administrating Mobile Devices via Mobile Device Management.
Capable of all physical demands.

Kettering, OH

We’ll help you put your passion for patient care to work. Apply today!

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

We are an Equal Opportunity Employer.