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IT Operations Specialist

2 months ago

Vail, Colorado, United States Pennant Full time
IT Operations Engineer

We are seeking a highly skilled and dynamic professional to fill the role of IT Operations Engineer, serving as a technical expert and customer service specialist with aspirations to become a senior IT engineer.

In this position, you will be responsible for providing exceptional customer service and technical support to our clients, particularly caregivers and clinicians, while also contributing to various IT projects and assisting in the development and maintenance of our technology infrastructure.

This role offers a unique opportunity to gain hands-on experience in both customer service and IT engineering, providing a solid foundation for career growth in the field.

Key Responsibilities:
  • Serve as the first point of contact for caregivers and clinicians seeking technical assistance, providing prompt and effective customer support with a caring and empathetic approach.
  • Identify, troubleshoot, and resolve technical issues, escalating complex problems to the appropriate teams when necessary.
  • Install, configure, and maintain computer systems, software applications, and peripheral devices.
  • Assist in the setup and configuration of network equipment, ensuring smooth and secure connectivity.
  • Effectively manage ticket queues and personal ticket backlog, prioritizing and resolving customer issues within agreed-upon service level agreements (SLAs).
  • Proactively monitor and follow up on open tickets, ensuring timely updates to customers and driving issues to resolution.
  • Take ownership of assigned tickets, seeing them through from initiation to closure, and providing regular updates to customers on the status of their requests.
  • Collaborate with team members to share knowledge, seek assistance, and contribute to a positive and efficient work environment.
  • Continuously improve personal productivity and efficiency by implementing effective time management strategies and utilizing available tools and resources.
  • Stay organized and maintain accurate documentation of ticket details, troubleshooting steps, and resolutions for future reference and knowledge sharing.
  • Strive for continuous professional development by seeking opportunities to enhance technical skills, customer service expertise, and healthcare industry knowledge.
  • Collaborate with cross-functional teams to implement and maintain IT projects, such as system upgrades, migrations, and new application deployments.
  • Contribute to the development and documentation of IT policies, procedures, and guidelines to ensure compliance and best practices in the healthcare context.
  • Stay up to date with the latest technological advancements and industry trends in both IT and healthcare, actively pursuing opportunities to expand technical skills and knowledge.
  • Provide guidance and training to end-users on the effective use of technology solutions tailored to their specific needs, promoting self-help resources and best practices.
  • Maintain accurate records of customer interactions and technical issues in our ticketing system, ensuring thorough documentation for future reference and knowledge sharing.
  • Contribute to the creation and maintenance of knowledge base articles and support automation tools such as chatbots and predictive AI.

This role requires a strong work ethic, excellent problem-solving skills, and a willingness to learn new technologies and advance your career. If you are a motivated and detail-oriented individual with a passion for technology, we encourage you to apply for this exciting opportunity.

The Pennant Group, Inc. is a holding company of independent operating subsidiaries that provide healthcare services through home health and hospice agencies and senior living communities located throughout the US.