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

Description

JOIN US IN MAKING THE MOST OF EVERY DAY

Hospice 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 EMPLOYEES

We 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 FAMILY

In 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 Desk

• Provide telephone and in-person support to users in the areas of Windows operating systems, Microsoft Office applications and e-mail
• Research, analyze and resolve assigned problems and escalate to appropriate areas when needed
• Serve as a technical resource for Level 1 Technical Support Specialist
• Responsible for training Level 1 Technical Support Specialists on repair and documentation procedures
• Maintain and troubleshoot LAN issues at remote offices
• Assist the System Administrators as necessary
• Perform basic telecom user maintenance

Computer Setup and Maintenance

• Test and install new computers, drives, printers and other peripherals
• Install and test operating systems and authorized software
• Responsible for accurately tracking all work and recording inventory changes
• Assist 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 education
• Working after regular business hours and on weekends is a requirement
• Working On Call on a rotating basis is required
• Terminal experience preferred
• Experience in Microsoft Dynamics / CRM forms and reporting
• Experience 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 Five9
• Assist with running operational reports for call statistics.

Availability

• Working after regular business hours and on weekends is a requirement
• Working On Call on a rotating basis is required
• This position requires (4) Ten hour days.

DETAILS:

• Total Rewards Package to include Retirement, Health, Dental, Vision, voluntary benefits and Corporate Discounts
• Tuition Assistance
• Non-exempt role
• Technology Package
• Protocols in place for wellbeing during COVID-19

CONDITIONS OF EMPLOYMENT:

• Compliance to Annual Flu Shot Policy or ability to provide exemption documentation
• Ability 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 Reserve

17876 St. Clair Ave.

Cleveland, OH 44114

or

Hospice 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.