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Technical Support Analyst
2 months ago
Company Overview:
At Senior Lifestyle Corporate Office, we are dedicated to enhancing the lives of those we serve with our core values of HEART: Hospitality, Excellence, Appreciation, Respect, and Teamwork.
Position Summary:
The Desktop Support Specialist plays a crucial role in providing technical assistance and support to our internal and external clients. This position involves assessing system requirements and addressing inquiries related to various devices, including PCs, laptops, tablets, and mobile devices.
- Delivering immediate phone support to resolve technical inquiries from end users.
- Documenting time spent on tasks within the Service Desk platform for efficient tracking of support tickets.
- Utilizing project management tools to maintain detailed records of work activities.
- Resolving telecommunications issues promptly to ensure seamless connectivity.
- Coordinating with vendors to address technical challenges and facilitate service delivery.
- Providing on-site technical support during community transitions, as needed.
- Offering first-line support for technical issues and escalating as necessary.
- Adhering to Service Level Agreements (SLAs) to ensure timely resolution of support requests.
- Following up with users to confirm satisfaction with issue resolution.
- Collaborating with teams to restore services and document resolutions effectively.
- Managing user accounts and supporting various web-based tools.
- Engaging in IT project functions, including hardware replacements and data entry.
- Documenting system changes and escalating significant alterations for approval.
- Assisting new employees with initial login procedures and addressing onboarding queries.
- Providing support for mobile devices, printers, and other office equipment.
Education: Minimum of an Associate degree in IT or related field.
Experience: 0-3+ years in a technical support role, with a solid understanding of hardware and software troubleshooting.
Certifications: Preferred certifications include A+ and Microsoft certifications.
Skills:
• Proficient communication and organizational skills.
• Strong decision-making and problem-solving abilities.
• Excellent documentation and note-taking skills.
• Ability to collaborate with vendors and follow up on issues.
• Capability to meet preset SLAs and ensure user satisfaction.
Technical Knowledge: Familiarity with operating systems, user hardware, networking, and server management.
Personal Attributes: A team player with a positive attitude, self-motivated, punctual, and capable of providing regular updates.
Additional Requirements: A reliable internet connection and computer setup are necessary for providing support. Must be available during standard business hours.
Driving Requirements:
This position requires the ability to drive an automobile as part of its essential functions.
Benefits:
Senior Lifestyle offers a comprehensive benefits package, including health, dental, vision, retirement benefits, and paid time off. All positions are eligible for DailyPay, allowing access to earned wages before the next payday. Proof of COVID-19 vaccination is required unless exempt for valid reasons.
