Position Responsibilities may include, but not limited to
- Deliver excellent customer service by providing timely and professional communication with end-users
- Educate users on basic IT processes and provide guidance on self-service tools
- Maintain a positive and friendly attitude with interacting with customers, regardless of technical challenges
- Respond to help desk tickets, emails, and phone calls to assist users with IT-related issues
- Troubleshoot and resolve basic hardware issues, including desktop computers, laptops, printers, and peripherals
- Provide support for software and application-related problems, such as password resets, account setups, and basic application usage
- Assist with basic network connectivity troubleshooting, such as Wi-Fi and VPN issues
- Log all user interactions and issues in the ticketing system, ensuring accurate documentation of resolutions
- Escalate unresolved or complex technical problems to Tier 2 support or other specialized IT teams
- Follow up with end-users to ensure issues are resolved and customers are satisfied
- Assist in the installation, configuration, and setup of hardware and software for new users
- Maintain an inventory of IT assets, including hardware and software licenses
- Assist in recycling of decommissioned assets
- Work closely with other IT support team members to ensure seamless issue resolution
- Participate in team meetings to discuss common issues, trends, and improvements to support processes
- Primarily office-based, with occasional remote support duties
- On call rotation required, may require occasional after-hours or weekend work during critical periods
- May require travel other Mom's Meals locations
Required Skills and Experience
- High school diploma or equivalent
- Basic understanding of computer hardware, software, and networking
- Familiarity with Windows operating systems and Microsoft Office 365 applications
- Proficiency with ticketing systems (e.g., ConnectWise, ServiceNow, Jira, or Zendesk)
- Strong communication and customer service skills
- Must be a self-starter and be able to work without direct supervision
- Ability to follow instructions and work in a fast-paced environment
- Ability to lift 50 pounds; stand for extended periods of time
- Ability to bend down and work under desks as needed
Preferred Skills and Experience
- Associate's degree in IT or related field
- 0-1 year of experience in an IT support or help desk role
- Certifications such as CompTIA A+ or ITIL Foundation
- Basic knowledge of ticketing systems and remote support tools
Physical Requirements
- Repetitive motions that include the wrists, hands and/or fingers
- Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
- Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
- Typical office environment, majority of work performed on computer
- Ability to carry and lift up to 40 lbs
- Must be able to bend, kneel and crawl in tight spaces
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What We Do
Mom’s Meals is a leading national provider of nutrition solutions and home-delivered meals. Our mission is to help patients and seniors get the nutrition they need to maintain independence while: - Managing chronic health conditions - Living with disabilities or limited mobility - Lacking the desire or energy to prepare and cook healthy meals Healthcare Focus: We partner with health insurance companies, managed care organizations and federal and state supported programs to provide nutrition solutions for their client populations suffering from serious chronic diseases. We are a leading nutrition supplier for Medicaid Waiver and offer programs for Medicare Advantage and Dual Eligible beneficiaries. Our personalized selection of meals aid in the recuperation process post hospitalization, improve patient outcomes and reduce costly readmissions. Specialty health-condition menus support dietary requirements for major chronic diseases impacted by nutrition: Heart Disease, Diabetes, and Renal Disease. Additional menus include Gluten-free and Vegetarian options. Our large selection of meals appeal to a variety of individual tastes and are designed by Registered Dietitians, prepared with fresh ingredients by Chefs in USDA-inspected kitchens and distributed across 48 U.S. states to individuals’ homes or congregate sites. Mom’s Meals is part of PurFoods LLC, a privately held and family owned/operated company based in Iowa.
