Technology Support Specialist I at PointClickCare (Salt Lake City, UT)

| Salt Lake City, UT
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For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform. 

With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.

For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

Position Summary:
Reporting to the Manager of Employee Technology Services, a successful candidate will be part of the Technology & Support Services department, working on the Employee Technology Services team. They will be providing tier 1 technical support to the staff of PointClickCare, as well as working in the PointClickCare IT Bar. Responsibilities will include responding to user submitted cases as they enter the TSS support system, responding to phone calls to our HelpMe line, providing initial triage of user technology and software systems, working in the IT Bar at the PointClickCare headquarters and assisting the other teams in the TSS department as required. Close team interaction and internal communications delivered with a high degree of customer service in a fast-paced workplace will be daily requirements.

Key Responsibilities

  • Complete initial assessment and triage of all cases as they are submitted to the TSS department
  • Ensure proper routing of cases to correct teams based on requested work or reported issue
  • Help in deployment of standard configurations for laptop computers and mobile devices
  • Removal of malware and viruses on user issued equipment
  • Staffing, support and care of the IT Bar
  • Tracking, restocking and reporting for IT Vending services
  • Working with the ETS Manager to provide training services and documentation to PointClickCare staff on IT systems and equipment
  • Providing technical support to remote offices as well as playing a key role in the technical onboarding of new remote sites
  • Providing Tier 1 technical support to on-prem and remote employees
  • Investigating, providing and documenting workarounds for newly discovered incidents
  • Ready to take on some “On-Call” responsibility for some after-hours work when needed
  • Ready to travel to remote offices to provide assistance in office setup or to support end users
  • Administrate user access (onboard, status changes and termination)

Required Experience

  • Bachelor’s degree or College diploma in a relevant field (i.e. computer science, technology or information systems)
  • 2-3 years of experience working within a customer facing role. Experience within a retail, hospitality or customer service environment is considered an asset
  • Experience working with Windows based systems, Apple OSX operating system, Microsoft Office and/or Office 365 considered an asset
  • Knowledgeable with Microsoft Applications, hardware setup and software setup/configuration (some networking)
  • Ability to troubleshoot and repair hardware and software issues
  • Solid experience with virus protection software
  • Strong customer service background
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills
  • Multitask and manage a variety of diverse (and sometimes conflicting) requests, priorities and activities
  • Able to work collaboratively and in a team environment. Lone wolves not allowed
  • Customer service mindset
  • High level of ownership, self-managing and self-motivating
  • Ability to work a flexible schedule, which sometimes may include evening and or weekend hours as needed
  • Possibility of travel

#LI-Onsite

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [email protected] 

PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

More Information on PointClickCare
PointClickCare operates in the Healthtech industry. PointClickCare was founded in 2000. It has 1557 total employees. It offers perks and benefits such as Disability Insurance, Dental Benefits, Health Insurance Benefits, 401(K), Remote Work Program and Paid Holidays. To see all 40 open jobs at PointClickCare, click here.
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