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Technical Support Specialist

2 months ago

Barboursville, United States Village Caregiving Full time
Job Overview

Village Caregiving, a dedicated Home Health Agency, provides essential support to the elderly and individuals with disabilities in managing their daily activities. With operations spanning across 19 states and ongoing plans for growth, we are looking for a proactive and service-oriented Support Desk Technician to enhance our IT support division.

Role Summary

The Support Desk Technician will act as the primary contact for staff and clients seeking technical help. This position is centered on addressing fundamental technical challenges, delivering outstanding customer service, and escalating more intricate issues to senior support when necessary.

Benefits
  • Competitive salary based on experience.
  • Comprehensive health, dental, and vision insurance.
  • Optional benefits including life, hospital, accident, and critical illness coverage, as well as short-term disability.
  • Paid parental leave.
  • A vibrant and inclusive workplace culture.
  • 401k retirement plan.
  • Paid time off (PTO).
  • Daily pay options.
Key Responsibilities
  • Address user inquiries through phone, email, and chat promptly and courteously.
  • Provide initial troubleshooting for common technical problems, including password resets and software installations.
  • Create, manage, and resolve support tickets using the help desk ticketing system.
  • Assist users in navigating systems, configuring software, and troubleshooting connectivity issues.
  • Escalate unresolved issues to higher-tier support as required.
  • Document issues and solutions in the knowledge base.
  • Educate users on basic IT processes and best practices.
  • Maintain professionalism and ensure a positive customer experience.
  • Monitor system alerts and conduct routine checks to ensure operational efficiency.
Required Qualifications
  • Education: High school diploma or GED (Associate's degree in IT or related field is advantageous).
  • Experience: Prior experience in customer service or help desk roles is preferred but not mandatory.
  • Technical Skills: Basic knowledge of operating systems (Windows, macOS), software applications, and general endpoint troubleshooting.
  • Communication: Strong verbal and written communication abilities.
  • Problem Solving: Capability to diagnose and resolve basic technical issues.
  • Teamwork: Ability to work independently and collaboratively within a team.
  • Customer Service: Commitment to customer satisfaction and ability to perform under pressure.
Preferred Qualifications
  • Basic understanding of networking concepts (e.g., Wi-Fi, IP addressing).
  • 1-2 years of experience in Windows-based systems administration.
  • Familiarity with remote desktop tools (e.g., Windows Remote Desktop, TeamViewer).
  • Experience with SaaS-based collaboration tools (e.g., Microsoft 365, Google Workspace).
  • Relevant certifications such as CompTIA A+, Security+, and/or Network+ are a plus.
Working Conditions
  • This role involves extended periods of desk work and may require multitasking.
  • Flexibility in working hours is essential, including on-call responsibilities.
  • Occasional travel may be necessary for field assistance.