Desktop Support Specialist

Company Description

Do you have HEART? We are looking for individuals who can embrace our mission to purposely brighten and enrich the lives of those we serve with HEART; Hospitality, Excellence, Appreciation, Respect & Teamwork. In this role you will be responsible for consulting with both internal and external parties to assess system needs and address inquiries regarding various devices such as PCs, laptops, tablets, cell phones, servers, and mobile devices. The Specialist will be tasked with providing effective resolution to end user support issues using established procedures and techniques. Additionally, the successful candidate will be required to be logged in to our ACR phone application for on-demand calls and to keep track of all tasks in our Service Desk and Intervals portals.

Job Description

Pay Rate: $25/hour

• Providing on-demand phone support through the call center to address immediate technical inquiries and issues from end users.
• Accurately recording time spent on tasks within the Service Desk platform to ensure efficient tracking and resolution of support tickets.
• Utilizing Intervals for recording time spent on various tasks and projects, maintaining detailed records of work activities.
• Resolving telecommunications issues or problems promptly to ensure uninterrupted connectivity and functionality.
• Initiating communication with vendors, including internet carriers and bulk TV providers, to address technical issues and coordinate service provision.
• Participating in acquisitions and dispositions of communities in person, involving travel as necessary to provide on-site technical support and facilitate smooth transitions.
• Providing first-line support for end users contacting the helpdesk with technical issues, escalating as necessary according to predefined criteria.
• Adhering to predefined Service Level Agreement (SLA) agreements to ensure timely resolution of daily tickets and maintain customer satisfaction.
• Conducting follow-up with end users to ensure their satisfaction with the resolution of technical issues.
• Collaborating with various teams to restore service, identify and resolve issues, and document all resolutions effectively.
• Supporting and maintaining systems, including account and user management for various web-based tools.
• Undertaking IT project and task-related functions, which may include data entry and hardware swap-outs.
• Documenting system changes and escalating any significant changes to Tier 3 for approval.
• Consulting with end users to determine system needs or requirements before initiating hardware swaps post-troubleshooting.
• Assisting new employees with first-time login procedures and addressing day-one-related questions.
• Providing support for mobile devices and phones, as well as for printers, copiers, and fax machines.

Qualifications

Level of Formal Education: Associate degree minimum

Area of Study: IT

Years of Experience: 0-3+ Years

Type of Experience: Experience with various computer related technologies and systems. Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment.. Network connectivity, PC software and operating systems. Customer service experience is highly recommended.

Special Certifications: Preferred Certs: A+, Microsoft Certs

Language Skills: Acceptable fluency in English in order to perform job duties and speak, read, write, and communicate with all others.

Technical Competencies: Operating Systems, User Hardware and Accessories, Office Products, Networking Skills, Server Management Skills, Imaging experience, mobile device support, user account management.

Technology and Tools: Service Desk Plus, TeamViewer, Microsoft Office Suite, Avaya, iOS and Android, HP/Xerox printers and copiers, Zoom, eFax, Active Directory.

Skills and Ability:

• Excellent communication and organizational skills.
• Excellent decision making and problem-solving skills
• Excellent note taking and documenting skills
• Ability to work with and follow up with vendors
• Ability to complete tasks and close tickets based on preset SLAs
• Follow up with users to ensure satisfaction.

Information Systems: Application Support, Desktop Support of different operating systems, Hardware support, Networking Support, Server and infrastructure support, outage support and assist with community service restoration

Personal Attributes: Team player and good personality, works well on their own, quick learner and self-motivated, punctual, ability to provide updates regularly

Additional Requirements: Must have an adequate internet connection and computer setup to provide support to users. Must be able to hold stock inventory if required. This position and its shifts must be covered during standard business hours in Central Time Zone. Driving Requirements: Does this job require the ability and license to drive an automobile? Yes Is driving an automobile an essential function of this job? Yes

Additional Information

Senior Lifestyle offers a comprehensive benefits plan to eligible team members including health, dental, vision, retirement benefits, short-term disability, long-term disability, and paid time off. All Senior Lifestyle positions are eligible to use DailyPay, an application that allows you to access your earned but unpaid wages before your next payday. Senior Lifestyle requires that all employees provide proof of COVID-19 vaccination unless exempt due to medical, religious, or personal beliefs. Government requirements or exclusions may apply.