Technical Support Specialist Level 2 - Cleveland, United States - Hospice of the Western Reserve

Description

JOIN US IN MAKING THE MOST OF EVERY DAYHospice of The Western Reserve operates in celebration of the individual worth of each life, we strive to relieve suffering, enhance comfort, promote quality of life, foster choice in end-of-life care and support effective grieving.

WHY US?We believe that our success starts with our greatest asset:
OUR EMPLOYEESWe live our shared core values in everything we do:COMPASSION. EXCELLENCE. EQUALITY. INTEGRITY. SERVICE.

STEWARDSHIP .We have a passion for purpose driven work Do you?JOIN OUR FAMILYIn this role you will be responsible Providing telephone and in person support to staff with service requests related to computers, cell phones, and technology related items.

You will assist in creating support tickets and routing the requests to the correct support team.


WHAT YOU WILL DO:
Help DeskProvide telephone and in-person support to users in the areas of Windows operating systems, Microsoft Office applications and e-mailResearch, analyze and resolve assigned problems and escalate to appropriate areas when neededServe as a technical resource for Level 1 Technical Support SpecialistResponsible for training Level 1 Technical Support Specialists on repair and documentation proceduresMaintain and troubleshoot LAN issues at remote officesAssist the System Administrators as necessaryPerform basic telecom user maintenanceComputer Setup and MaintenanceTest and install new computers, drives, printers and other peripheralsInstall and test operating systems and authorized softwareResponsible for accurately tracking all work and recording inventory changesAssist with tracking/inventory of computers and related equipment


SUCCESS CAPABILITIES:

Two years post high school education and two years work experience in help desk, database support and data conversion or related work.

Additional work experience may be substituted for educationWorking after regular business hours and on weekends is a requirementWorking On Call on a rotating basis is requiredTerminal experience preferredExperience in Microsoft Dynamics / CRM forms and reportingExperience using a CCaaS solution such as Five9, NICE , RingCentral or Genesys.

Knowledge in telecom operations support (IVR, queues, and user management)Support agents using Dynamics 365 Integration with Five9Assist with running operational reports for call statistics.

AvailabilityWorking after regular business hours and on weekends is a requirementWorking On Call on a rotating basis is requiredThis position requires (4) Ten hour days.

DETAILS:
Total Rewards Package to include Retirement, Health, Dental, Vision, voluntary benefits and Corporate DiscountsTuition AssistanceNon-exempt roleTechnology PackageProtocols in place for wellbeing during COVID-19


CONDITIONS OF EMPLOYMENT:

Compliance to Annual Flu Shot Policy or ability to provide exemption documentationAbility to provide proof of eligibility to work in the United States.

High level of integrity, ethics and professionalism.


NOTE:

The responsibilities of this position are described above, and they may be subject to change at any time due to reasonable accommodations or other reasons.

Also, this description in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Applicants who may need reasonable accommodations to complete the application process may contact:
Careers at Hospice of the Western Reserve17876 St. Clair Ave.

Cleveland, OH or .orgHospice of the Western Reserve is an Equal Opportunity Employer - we recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

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