IT Services Professional
2 weeks ago
Company Overview
Upstate Caring Partners is a premier provider of direct-care services and programs in Central New York. We are dedicated to empowering individuals of all abilities and their families through innovative and compassionate care.
Job Responsibilities
The Technical Support Specialist will be responsible for providing exceptional customer service by resolving technical issues promptly and professionally. The role will also involve receiving and responding to support calls, documenting incidents, and collaborating with vendors for external support. Additionally, the successful candidate will participate in the after-hours Support Services Team on-call rotation and provide end-users with basic computer system training.
Key Performance Indicators
- First call resolution rate of 80% or higher;
- Incident documentation accuracy of 95% or higher;
- End-user satisfaction ratings of 90% or higher.
Qualifications
The ideal candidate will have a degree in Computer Science or a related field, 1+ years of experience in a technical support or customer service role, and knowledge of mobile devices, networking protocols, PCs, and peripherals. Familiarity with tools such as cable testers, crimpers, and network toners, and basic understanding of Active Directory, Office 365, and telecommunications is also required.
What We Offer
We offer a competitive salary and benefits package, including comprehensive health, dental, and vision insurance, flexible spending account (FSA), dollar-for-dollar retirement match up to 7%, life insurance, voluntary benefits, generous paid time off, tuition reimbursement, service awards, employee appreciation events, and employee discounts.
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