Technical Support Specialist II

Location: This position is based out of our office in Kettering, OH

HOW YOU'LL MAKE A DIFFERENCE:
At Alternate Solutions Health Network, we care for patients where they spend the majority of their time – in their homes. Today we care for patients who need skilled home care and hospice services. You won’t find our brand in many places because we partner with health systems, jointly running home health and hospice agencies that use their brand. This is part of our strategy. By being part of the health system team, we can ensure each patient has a well-coordinated care plan that remains consistent whether the patient is seeing their primary care physician, receiving treatment in a hospital, or under our care in the home. 

As a Technical Support Specialist II, you will be the frontline support enabling the organization to deliver our goal of improving the quality of life for those entrusted to our care. You’ll demonstrate your ability to understand customer’s requests and provide them solutions to be effective. You will work with the latest laptop, desktop, convertible tablet and mobile devices in addition to the operating systems and applications running on them. You will coach and mentor others. You will identify, solution and implement process improvements.

WHAT WE OFFER:
We provide medical, dental, and vision insurance with flexibility for you to select what works best for you. Eligible teammates receive paid time off and may participate in the 401K, if they choose. Historically the company has matched 401K contributions which helps build your nest egg even faster. Finally, our benefit program includes company paid life, disability insurance, and a robust Employee Assistance Program.

MAJOR AREAS OF RESPONSIBILITY: 

• Customer Service: Acknowledge and set expectations with Customers in a timely fashion by answering inbound calls participating in a Service Desk queue.  Provide technical customer support via telephony and e-mail ticketing by acknowledging and setting expectations with Customers in a timely fashion

• Operations: Provision, maintain and retire Active Directory accounts and information, maintain and retire Exchange mailboxes and resources, configure and ship mobile devices to Customers (Samsung, Apple, etc.).  Provide end-user support for mobile devices (Samsung, Android, SOTI, etc.). Install and configure workstation operating systems (Microsoft Windows).  Install and configure workstation applications (Microsoft, Adobe, VPN Client, etc.)

• Collaboration:  Demonstrate the ability to establish and maintain effective working relationships with other employees, vendors and customers.

• Teamwork: Demonstrate the ability to follow directions and deliver results individually and as a team member 

HARD & SOFT SKILLS:

• Compassionate communicator with a positive attitude.

•  Patience is a virtue when working with teammates and customers.

• Attention to detail is critical, as is being observant and following directions.

• Problem solving and create solutions to drive to a course of action.

 
REQUIREMENTS:

• Associates degree in a computer-related technology field or equivalent industry experience.

• At least one year of experience in the Health Care industry and experience in home care is desirable.

• CompTIA A+, N+, CCNA, Microsoft or other industry certification(s).

• Experience performing routine maintenance on laptop and desktop hardware.

• Experience installing and administrating a Microsoft workstation environment.

• Experience administrating Microsoft Active Directory Users and Computers.

• Experience administrating Microsoft Exchange and Exchange Online Mailboxes/Users.

• Experience provisioning and administrating end-user telephony devices.

• Experience installing and configuring workstation and server applications.

• Experience administrating Mobile Devices via Mobile Device Management.

• Capable of all physical demands.

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