IT Support Technician

4 weeks ago

Roswell, United States Phoenix Senior Living Full time
Job DescriptionJob DescriptionDescription:

Phoenix Senior Living is seeking a technically skilled IT professional who is solution focused, team oriented, and passionate about helping others.

Job Purpose

Offer support and technical assistance to internal customers who are using software, hardware, or other computer/communication systems and need help troubleshooting problems through diagnostic procedures and remote access communication. Lead IT focused projects to proactively address infrastructure, system, and process needs.

Job Duties

  • Provide network, computer system, and application support for 60 communities
  • Own and operate the Zendesk ticketing system to target service levels
  • Lead IT projects with organizational skills and solve issues proactively
  • Take ownership of projects, and ensure timely completion and healthy adoption
  • Manage software application user accounts across platforms
  • Install, test, and configure new workstations, IT equipment, and software
  • Communicate with internal customers to set expectations for problem resolution
  • Use remote access and professional phone skills to resolve user’s IT issues
  • Prioritize tasks and manage volume of tickets for good outcomes and metrics
  • Document processes and technologies for knowledge base
  • Train field staff and empower them to become virtual IT assistants
  • Demonstrate accountability by driving projects to completion using timelines
  • Identify risks, leverage partners, resolve issues, and communicate status
  • Recognize and diagnose issues beyond original scope
  • Leverage Microsoft tools to manage calendar, tasks, chat, and collaboration
  • Conduct onsite community visits locally for exposure and field experience
  • Develop healthy business relationships with field staff
  • Represent the IT Department with courtesy, respect, and punctuality



Requirements:

Skills and Qualifications

  • Strong Windows, network, AD, security, phone, printer, and administrative skills
  • Expertise with Microsoft O365 suite of applications
  • Perseverance to solve complicated problems and drive projects to completion
  • Advanced troubleshooting skills in a multi-user, high-pressure environment
  • Team-oriented attitude to help internal customers with technical problems
  • Deep understanding of PC hardware, Windows, and network configurations
  • Analytical capacity to study data and records, and identify solutions
  • Project Management skills to plan, execute, and communicate tasks
  • Time management, task prioritization, and documentation abilities
  • Strong interpersonal, communication, and relationship-building skills
  • Patient and professional customer service skills producing a fulfilling experience
  • High School Diploma or GED Required, Bachelor’s Degree Preferred

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