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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, is committed to providing essential support to the elderly and disabled in managing their daily activities. As we expand our operations across multiple states, we are in search of a driven and service-oriented Support Desk Technician to enhance our IT support team.

Role Summary

The Support Desk Technician will act as the primary contact for employees and clients seeking technical assistance. This position emphasizes resolving fundamental technical challenges, delivering outstanding customer service, and escalating more intricate issues to advanced 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, along with 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 various communication channels promptly and courteously.
  • Provide initial troubleshooting for common technical problems, including password resets and software installations.
  • Manage and resolve support tickets using the help desk ticketing system.
  • Assist users in navigating systems, configuring software, and troubleshooting connectivity issues.
  • Escalate unresolved matters to higher-tier support as required.
  • Document issues and solutions in the knowledge base.
  • Educate users on fundamental 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 (an Associate's degree in IT or a related field is advantageous).
  • Experience: Previous 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 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: A strong focus on customer satisfaction and the 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 platforms (e.g., Microsoft 365, Google Workspace).
  • Relevant certifications such as CompTIA A+, Security+, and/or Network+ are a plus.
Working Conditions
  • This role requires prolonged desk work and may involve multitasking.
  • Flexibility in working hours is necessary, including availability for on-call duties.
  • Occasional travel may be required for field assistance.