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Technical Support Analyst

2 months ago

Chicago, Illinois, United States Senior Lifestyle Corporate Office Full time
Job Overview

Company Overview:
At Senior Lifestyle Corporate Office, we are dedicated to enhancing the lives of those we serve through our core values of HEART: Hospitality, Excellence, Appreciation, Respect, and Teamwork.

Position Summary:

The Desktop Support Technician will play a vital role in addressing the technical needs of our internal and external stakeholders. This position involves providing assistance with a variety of devices, including personal computers, laptops, tablets, smartphones, servers, and other mobile technology.

Key Responsibilities:
  • Delivering immediate technical assistance via phone support to resolve user inquiries and issues.
  • Meticulously logging time spent on tasks within the Service Desk platform to ensure efficient tracking of support requests.
  • Utilizing project management tools to maintain accurate records of work activities.
  • Quickly addressing telecommunications challenges to ensure seamless connectivity.
  • Coordinating with vendors to troubleshoot and resolve technical issues.
  • Providing on-site technical support during community transitions as needed.
  • Offering first-line support for technical inquiries and escalating issues when necessary.
  • Ensuring compliance with Service Level Agreements (SLAs) for timely ticket resolution.
  • Following up with users to confirm satisfaction with the resolution of their technical issues.
  • Collaborating with various teams to restore services and document resolutions effectively.
  • Managing user accounts and providing support for web-based tools.
  • Participating in IT projects, including data entry and hardware management.
  • Documenting system modifications and escalating significant changes for approval.
  • Assisting new hires with initial login processes and addressing onboarding questions.
  • Providing support for mobile devices, printers, and other office equipment.
Qualifications:

Education: Minimum of an Associate degree in IT or related field.
Experience: 0-3+ years in technical support or related roles.
Skills: Proficiency in hardware and software troubleshooting, customer service, and network connectivity.

Technical Skills:
  • Familiarity with operating systems, user hardware, and networking.
  • Experience with Service Desk tools and Microsoft Office Suite.
  • Knowledge of mobile device support and user account management.
Personal Attributes:

We seek a team player with strong communication skills, a proactive approach to problem-solving, and the ability to work independently. A commitment to providing regular updates and maintaining punctuality is essential.

Additional Requirements:

Applicants must have a reliable internet connection and computer setup for remote support. This role requires coverage during standard business hours in the Central Time Zone.

Driving Requirements:

Possession of a valid driver's license is required, as driving is an essential function of this position.

Benefits:

Senior Lifestyle offers a comprehensive benefits package, including health, dental, vision, retirement plans, and paid time off. Employees can access earned wages through DailyPay. Proof of COVID-19 vaccination is required unless exempt for valid reasons.