At Home Healthcare – IT Support Technician – Tyler, TX

Job title: IT Support Technician

Company: At Home Healthcare

Job description: Overview

Our organization is growing and we are seeking multiple IT Support Technicians to join our growing team.

The purpose of the IT Support Technician is to provide first point of contact for customers seeking IT technical assistance via phone/email. The goal for the team of IT support technicians is to deliver quality technical support to all locations with the ability to solve advanced problems while exhibiting excellent customer service. Provide and maintain exceptional quality in all services supporting internal customers, external partners, and assist to resolve all complex issues for a broad range of end-users.

Responsibilities
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions and determine the best solution based on the issue and details provided by the user.
• Direct unresolved issues to the next level of support, including vendors and contractors.
• Maintain appropriate documentation of all reported issues via Service Management system.
• Troubleshooting of user PCs/Tablets/Phones/etc. in a distributed/remote environment
• Support PCs, laptops, tablets, phones, copiers, printers and other computer equipment.
• Support Microsoft Office 365 and other desktop applications.
• Support remote customers connecting to enterprise applications.
• Provides timely technical support to users for various hardware and software configurations used by the organization.
• Performs preventative maintenance routines systems, applications and users regularly or as directed by supervisor.
• Accurately install, configure, maintain, upgrade, and troubleshoot hardware/software components.
• Maintains accurate inventory of all information systems equipment. This includes hardware and software used by the agency.
• Assist Software Support Team as necessary.
• Answers phone, takes messages, and handles calls as appropriate.
• Completes accurate and timely documentation.
• Required to participate in rotating on-call duties and on occasions may be scheduled to work evenings, nights and/or weekends as needed or as directed by supervisor.
• Perform other duties and tasks as requested by supervisor.

Qualifications
• Requires a pleasant and cheerful demeanor, displays an attitude of helpfulness and cooperation, and the ability to encourage, mentor, and support fellow workers on a daily basis and while encountering stressful situations. Will be required to effectively and efficiently carry out the duties of this position.
• Requires in-depth understanding of a comprehensive field of knowledge. Knowledge normally associated with attainments through education and experience appropriate to information systems and technology or related field. High school diploma or equivalent required. Associate degree and or equivalent experience required. Minimum of one year successful experience supporting networked data systems in a business environment required.
• Must have a customer service oriented attitude; be able to stay on task without supervision, and attention to detail.
• Requires ability to react effectively in an emergency situation in order to direct care of clients or staff.
• Requires ability to use up to 100 pounds of force occasionally and/or up to 50 pounds of force frequently and/or up to 10 pounds continuously to move objects.
• Work deals mostly with areas such as preparing and reading data and figures, records, reports, visual inspection involving small details. Although important, depth perception and field of vision (peripheral) are not as critical as the ability to distinguish small details and markings very near to the observer.
• Requires travel to various geographic locations and some overnight stays.
• Requires ability to speak, read and write English.
• Requires ability to grasp, pull, push, carry or otherwise manipulate objects; ability to perform tasks requiring action of muscles or groups of muscles and foot and/or hand-eye coordination.
• Requires ability to communicate clearly and make self understood effectively in face to face interactions; articulate with accuracy to communicate using phone.
• Requires ability to hear and receive verbal instructions correctly, answer phones, communicate professionally with people in situations with some background noise.
• Requires ability to concentrate on fine detail with frequent interruption; ability to focus attention on tasks for 10-20 minutes at a time on a continuous basis, 20-60 minutes on occasion.
• Requires ability to understand and relate to specific ideas one at a time and to the concepts behind specific ideas; ability to remember verbal and written tasks/assignments from a few hours to several day periods.
• Requires ability to establish and maintain effective professional working relationships with staff and a variety of individuals and groups.
• Requires ability to work effectively under pressure and remain flexible as priorities change.
• Requires ability to effectively communicate professionally orally and in writing and speak in front of groups required. Excellent professional public presentation skills required.
• Requires ability to work effectively under minimal supervision; exercise excellent, sound professional judgment and maintain confidentiality.
• Commitment to and regular exercise of excellent ethical business practices aligned with all state, federal and international business laws and regulatory requirements required.
• Excellent computer software and hardware technical skills required.
• Sufficient good health to efficiently complete duties required.
• Position requires sitting approximately 60% of time standing/stooping/bending/ climbing approximately 20% of time; and walking approximately 20% of time.

We offer the following competitive benefits to support you, your family, and your furry family members too!
• Newly improved mileage reimbursement
• Newly improved benefits packages
• Pet Insurance Coverage
• Paid Time Off
• Paid Holidays...plus 2 bonus floating holidays!
• Family Medical Leave
• Tuition Reimbursement
• 401k Plan with a Company Match
• Legal Aid
• Identify Theft Plan
• Perks and Discounts

Expected salary:

Location: Tyler, TX

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